Who can lodge a complaint?
EWURA is empowered to facilitate resolution of complaints. A complaint referred to under Cap 414 is a complaint against a supplier of regulated goods or services in relation to any matter connected with the supply, possible supply or purported supply of the goods or services. A complainant shall be required to lodge his application in the form and manner described by EWURA.

What is the procedure for handling complaints?
Upon receipt of a complaint from a consumer of regulated goods or services referred to above, and upon EWURA satisfying itself that the consumer has an interest in the complaint and that the complaint is not frivolous or vexatious, EWURA shall investigate the complaint. Where it appears to EWURA at any time during or after its investigation that the supplier of regulated goods or services has not considered or has not considered it adequately, it shall refer the complaint back to the regulated supplier for reconsideration. Once the complaint is referred back to the regulated supplier and it is not resolved to complainant’s satisfaction within sixty days (60) from the date EWURA first became obliged to investigate the matter, the complainant has the right to refer the matter back to EWURA for a decision. When the complaint is referred back to EWURA for a decision, the complainant and the supplier become parties to that complaint.

How is the complaint resolved?
EWURA has established a dedicated unit which is responsible for following up on the complaint. This unit investigates the complaint and attempts to resolve the complaint amicably, and in the event that it fails to do so within thirty (30) to sixty days (60), the division to which the complaint was referred to, will present its findings and recommendation to the Board of Directors for action. The Board will make a ruling on the complaint which will be carried out by the division. The Order of the Board with respect to the complaint is enforceable as those by the High Court of Tanzania.

Can a party appeal against the decision made?
Where a party is not satisfied with an award by the Board, that party has the right to appeal to the Fair Competition Tribunal. The Tribunal may either dismiss the appeal in whole or part or set aside the award in whole or part and refer outstanding matters to EWURA for re-determination with or without directions as to the matters to be taken into account in the re-determination. The Fair Competition Tribunal may make such orders as to the payment of any party’s costs of the appeal as it deems appropriate and any party aggrieved by the decision of the Tribunal has the right to appeal to the Court of Appeal.

Can EWURA facilitate resolution of disputes between regulated suppliers?
EWURA may also facilitate the resolution of disputes that may arise between two regulated suppliers. It is currently finalizing its rules on how to resolve such disputes as they may arise.