Complaints Resolutions

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.