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CUSTOMER SERVICES
 
Customer Rights & Obligations
Customer Complaints Handling Procedure
Complaints Resolutions
Form for Customer Complaints
 
 
   
   
 

Customer Complaints Handling Procedure

 

INTRODUCTION

It is the policy of the LEWA that licensed electricity undertakings (such as the Lesotho Electricity Company LEC) must put in place their own internal complaint/ query/ dispute resolution mechanism. This will expedite the resolution of disputes and lessen the inconvenience of customers having to refer to the Authority for remedies. Any person or consumer may seek the LEWA’s intervention if they are not dissatisfied with the handling of their complaint by an electricity undertaking or they consider the outcome inconclusive. It is important to note the LEWA will accept complaints from any person or consumer. To expedite the resolution of complaints, consumers must have reported their complaints first to the service provider and exhausted its complaints procedures.


FILING OF COMPLAINTS

Filing of complaints with the LEWA shall be done in the following manner: -

A complaint to the LEWA may be written (i.e., letter or e-mail) or oral (i.e., phone-in or walk-in).

 
Where an oral complaint is made, or where the complainant cannot read or write, the complaint will be put into writing by the LEWA.

INFORMATION REQUIRED IN A COMPLAINT

A complaint lodged with the LEWA must contain the following details: -

The full name, contact address and account number (where applicable) of the complainant.
The utility or person against whom the complaint is made.

 
Particulars of the nature of the complaint, together with copies of any document in support of the complainant.

 
The nature of the injustice or harm that the complainant has suffered as a result of the action, inaction or omission of the person or undertaking against whom the complaint is made.
Any other matter relevant to the complaint.


 
Where the person who lodges a complaint is acting on behalf of another person, company or organization, he/she must state in writing the capacity in which he/she is acting, and the reason for doing so.

DEALING WITH THE COMPLAINT

Upon receipt of a complaint, the Authority shall forward a copy of the complaint to the person or undertaking that is being complained against, to which a response must be made to the LEWA within a stipulated time.

If the complaint is not responded to or resolved within the stipulated time, the LEWA may summon the parties to a meeting to discuss the complaint with a view of reaching an amicable settlement between both parties.

A complaint may escalate into a full blown dispute. In some cases the action taken by the licensee or undertaking to resolve the complaint is totally rejected by the complainant on one hand, while licensee on the other hand, is steadfast on its stance. This situation will call for the dispute to be escalated to the Board for resolution. If a complaint is unresolved after meeting with both parties a full record of all the proceedings and recommendations will be made to the LEWA Board.


ACTION TO BE TAKEN BY THE BOARD

After receiving the report, the Board will either, consider the matter based on the report or hold a hearing for the parties affected, if it so decides.

If the Board holds a hearing, a notice will be served on the complainant and the person or licensee being complained of requesting them to be present at the hearing in person or through an advocate or some other representative.

This notice will also specify the time and place where the hearing of a complaint will be held.

After the hearing, the Board will make a ruling based on the facts of the complaint and submissions of the hearing within a stipulated time


ENFORCEMENT OF THE BOARD’S RULING

Once the Board makes a ruling, an Order is served on the person or undertaking complained of which takes effect and becomes operative within a specified period after service dependent on the nature of the complaint. The Board reserves the right to extend the time set in the Order if it is deemed insufficient for the person or undertaking complained of to comply with.

After the Order becomes effective, the person or licensee being complained of must submit a report to the Board which explains how compliance with the Order has been met.

If no report is submitted to show compliance, the Board will issue an Enforcement Notice which will specify what has not been complied with and a further time frame within which compliance must be carried out.

If after an Enforcement Notice has been issued and still no report is submitted to show compliance, a penalty as determined by the Board shall be levied for non­compliance.


PAYMENT OF QUERIED/ DISPUTED BILLS

For customers who are still on conventional meters it is advised that, they pay any undisputed portion of their bills to avoid further complications. Sometimes, the licensee may discontinue rendering the service. However, a customer cannot pay the disputed portion of the bill while his/ her complaint is being investigated.


HOW LEWA SAFEGUARDS CUSTOMER INTERESTS

Encouraging customers to first approach the service provider or undertaking.
A commitment to receive all complaints however lodged
A commitment to investigate and follow through each complaint
Informing the complainant of the status of their complaint
Carry out consumer outreach programmes

 
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