Customer Complaints Handling Procedures

The Lesotho Electricity and Water Authority (LEWA) has developed and implemented a customer Complaint Handling Procedure to deal with complaints that the regulated entities had failed to resolve and those that may arise amongst regulated entities. There are specific procedural steps that customers have to follow before lodging their complaint to the LEWA, and they are as follows:

• The complaint must have been lodged in writing with regulated entities such as the Water and Sewerage Company (WASCO), the Lesotho Electricity Company (LEC) and Neo 1.

• Either LEC or WASCO must have first addressed the complaint, but not to the complainant’s satisfaction, or must have been not addressed by the concerned utility.

The complaint should not have been referred to other statutory bodies, such as the Ombudsman’s Office. Requirements for submission of complaints Customer complaints may be reported in writing or person. If lodged in person, LEWA shall assist the Complainant in completing the complaints forms; Customer complaints shall be accompanied by full particulars of the Complainant that shall enable further communication in the process of handling the complaint;and Customer complaints may be submitted physically (7th Floor, Moposo House, Maseru), electronically via secretary@lewa.org.ls or through Facebook and Twitter LEWA social media pages. The Authority handles the following service-related complaints: Billing, Service connection and disconnection, High billing, Service outage, Billing, Meter testing.