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 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 firstname.lastname@example.org 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.