Complaints Register

Complaints Register

The Authority   maintains a Complaint Register for all regulated sectors.

Electricity: Since commencement of receiving complaints and hearing disputes, the Authority has registered a total of 325 complaints from electricity out of which 60%, were resolved to the satisfaction of both parties. Nature of  complaints in the Electricity sector are ranging from delayed/denied  connection 40%,  billing 30%,   compensation 15% and others (meter tempering, customer category and trespassing) registered 15%.

Petroleum: Since commencement of receiving complaints and hearing disputes, the Authority registered about 160 complaints from petroleum consumers. Overall 91% of the total complaints received, were resolved. The nature of the complaints in the petroleum sub sector were ranging from adulteration and selling products which did not meet quality standards (67%), selling above cap prices (20%) and supplied with less volume (13%). Only one complaint was escalated to hearing stage.

Water and Sanitation: Since commencement of receiving complaints and hearing disputes, the Authority has registered about 195 complaints from consumers of water and sanitation services, out of which 85%, were resolved. The composition of the complaints received for the water sector include complaints on billing 35%, disconnection 24%   delayed connection 12%  and others (sewer, tariff and poor customer service) 29%.

Natural Gas: Since commencement of receiving complaints and hearing disputes, the Authority has NOT registered any complaint from Natural gas sector