How to File a Complaint

Topic(s)

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Introduction

The Customer Complaints redress mechanism of the Commission is governed by the following regulations:
  1. Customer Service Standards of Performance for Distribution Companies
  2. Customer Complaints Handling Standards & Procedures
  3. Connection & Disconnection procedures for Electricity Services
  4. Meter Reading, Cash Collections & Credit Management for Electricity supply

STEP 1 - SubCos’ Customer Complaints Units (CCU)

When an electricity Customer wants to make a complaint, the first point of call shall be the Customer Complaints Unit (CCU) of the Distribution Company responsible for supplying electricity to the area.

STEP 2 - KERC Consumer Forum

Any customer dissatisfied with the outcome of the handling of his complaint(s) by the CCU or encounters delay/failure in the handling of such complaints may refer his complaint(s) to the KERC Consumer Forum.

STEP 3 - KERC

Any customer dissatisfied with the ruling of the Forum can escalate their complaint to KERC by submitting a ticket or submitting your complaint and all supporting documents to the KERC head office.
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