{"id":81,"date":"2026-09-04T06:29:15","date_gmt":"2026-09-04T06:29:15","guid":{"rendered":"https:\/\/switch.sc\/dev\/urc\/consumer\/complaints-handling-procedure\/"},"modified":"2026-09-04T06:29:15","modified_gmt":"2026-09-04T06:29:15","slug":"complaints-handling-procedure","status":"publish","type":"page","link":"https:\/\/switch.sc\/dev\/urc\/consumer\/complaints-handling-procedure\/","title":{"rendered":"Complaints Handling Procedure"},"content":{"rendered":"\t\t
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Consumer<\/p>\t\t\t\t<\/div>\n\t\t\t\t

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Complaints Handling Procedure<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The URC is committed to handling all complaints fairly, efficiently, and transparently. This procedure outlines the steps consumers and electricity providers should follow when a complaint arises.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Step 1 \u2014 Contact Your Electricity Provider First<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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If there is a problem, contact your electricity provider as soon as possible to explain the issue and the outcome you want. In many cases, the problem can be resolved over the phone. If you are not satisfied with the customer service, you can ask to speak to a supervisor or put your concerns in writing to the CEO.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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When contacting your electricity provider, you should:<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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  • Give them your name and your account number<\/li>
  • Explain the problem<\/li>
  • Explain the outcome you want<\/li>
  • Outline the steps you will take if the problem cannot be resolved<\/li>
  • Ask for a response within a reasonable time \u2014 usually two weeks or 10 working days is acceptable<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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    IMPORTANT:<\/strong> Make sure you keep copies of any letters, emails or documents that you send, as well as details of any calls you make or people you speak with.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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    Contact Your Provider For Questions About<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    • Getting connected to the network<\/li>
    • Arranging for supply of electricity to your home or business<\/li>
    • Concerns with the service provided to you<\/li>
    • Your rights in relation to cancelling or changing a contract<\/li>
    • Billing issues<\/li>
    • Your electricity meters<\/li>
    • Power lines connecting your property to the network in your area<\/li>
    • Power outages<\/li>
    • Problems with supply quality, such as low frequency (e.g., when your lights dim)<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      Step 2 \u2014 Escalate to URC If Unresolved<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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      Consumer Complaints \u2013 Electricity (Consumer Service) Regulations, 2024<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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      • Regulation 30(4):<\/strong> Each complaint must be assigned a unique reference number, which is immediately communicated to the consumer, and resolved within 14 days<\/strong> of filing.<\/li>
      • Regulation 30(5):<\/strong> If the licensee fails to respond in time or the consumer is unsatisfied, they may escalate the complaint to the URC, which must resolve it within 30 days<\/strong>.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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        Our Complaints Procedure Aims To<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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        • Provide a service with simple steps and clear responsibilities<\/li>
        • Sort out your complaints quickly<\/li>
        • Get full answers from the electricity company whether or not it is at fault<\/li>
        • Tell you how your complaint is progressing<\/li>
        • Tell you the outcome and reasons for our decisions after we have investigated your complaint<\/li>
        • Tell you what you should do if you are not satisfied with the way we have handled your complaint<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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          When Dealing With Complaints We Also Aim To<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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          • Use what we learn to increase customer protection<\/li>
          • Monitor how satisfied customers are with our service and identify ways of improving it<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"","protected":false},"author":0,"featured_media":107,"parent":18,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-full.php","meta":{"footnotes":""},"class_list":["post-81","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/pages\/81","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/comments?post=81"}],"version-history":[{"count":0,"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/pages\/81\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/pages\/18"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/media\/107"}],"wp:attachment":[{"href":"https:\/\/switch.sc\/dev\/urc\/wp-json\/wp\/v2\/media?parent=81"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}