Section 34 of EWURA Act Cap 414 requires the Authority to attend to complaints against a supplier of regulated goods or services in relation to any matter connected with the supply, possible supply or proposed supply of goods or services.

Consumer complaints handling procedure focuses on:

• Consumer Protection- The need for service providers to provide reliable, quality and affordable goods or services;

• Preference to amicable complaints procedure as opposed to litigation;

• Having a speedier, just and less bureaucratic complaints handling procedure.

Who can file a complaint?

• Any person (consumer);

• EWURA Consumer Consultative Council (EWURA CCC) or an authorized representative of aggrieved party;

• A group of people may file a complaint attaching the following documents:

  1. List of names and signatures;

  2. Minutes of the meeting with a resolution to file a complaint;

  3. name/s of representative/s and contact;

The Authority has set up Rules on  Consumer Complaints Settlement to be applied in handling complaints. For the rules to enable a service provider to be accountable, complaints should be reported within a specified time limit as indicated in the table below. Limitation periods are based on the nature of the complaint. A complaint lodged after the time limit shall not be considered, hence consumer end up losing their rights to quality service or goods. The main reason for setting a time limit is to enable the Authority to act timely,   to collect evidence, which will help in resolving the matter with integrity.

Time Limit to Lodge Complaint