How to know my consumer rights & obligations

The Commission is empowered to ensure an efficiently managed electricity supply industry that meets the yearnings of the citizen of the state for stable, adequate and safe electricity supply.

The Act mandates the Commission to ensure that electricity Operators recover costs on prudent investment and provide quality service to customers.

To ensure quality service delivery, it is pertinent that electricity customers know their rights as follows:

1. All new electricity connections must be done strictly based on metering before connection. That is, no new customer should be connected by a SubCo without a meter first being installed at the premises
2. All customers have a right to electricity supply in a safe and reliable manner
3. All customers have a right to a properly installed and functional meter
4. All customers have a right to properly informed and educated on the electricity service
5. All customers have a right to transparent electricity billing.
6. All Un-metered customers should be issued with electricity bills strictly based on KERC’s estimated billing methodology.
7. It is the customer’s right to be notified in writing ahead of disconnection of electricity service by the SubCo serving the customer in line with KERC’s guidelines.
8. All customers have a right to file complaints and to the prompt investigation of complaints.
9. All complaints on electricity supply and other billing issues are to be sent to the nearest business unit of the SubCo serving the customer
10. If a complaint is not satisfactorily addressed, customers have a right to escalate the issue to the KERC Forum Office within the coverage area of the SubCo.
11. Customers have the right to appeal the decision of the KERC Forum Office by writing a petition to the Commission.
12. It is the customer’s right to contest any electricity bill.
13. Any un-metered customer who is disputing his or her estimated bill has the right not to pay the disputed bill, but pay only the last undisputed bill as the contested bill go through the dispute resolution process of KERC.
14. It is not the responsibility of electricity customer or community to buy, replace or repair electricity transformers, poles and related equipment used in the supply of electricity.

1. Obligations of electricity consumers
2. Pay bills for electricity consumed
3. Provide requirements for connection as stipulated by KERC and SubCo
4. Vigilant protection of electrical installations
5. Cordiality towards electricity workers
6. Customer compliance to the requirements of the Distribution code
7. Pay for electricity used within the stipulated time frame.
8. Ensure receipt of monthly electricity bills if not on prepaid meters and lodge a complaint to the SubCo serving you should you not get your bills.
9. Ensure that metering and other electrical equipment within your premises belonging to the SubCo not tampered with, or by-passed.
10. Notify the SubCo serving you of any tampering or bypass of electricity installations.
11. Notify the SubCo serving you of any outstanding electricity bill before moving into new premises.