Quality of Service and Supply Standards

For regulated or licensed entities to provide excellent service to customers, they should operate within the confines or parameters of supply and service standards set as the minimum by law. In this regard, Lesotho Electricity Company (LEC) –in the electricity sector and Water and Sewerage Company (WASCO) – in the water and sewerage sector- are expected to carry out their operations within the guidelines (standards) as agreed with the Authority. These guidelines are referred to as the Quality of Supply and Service Standards (QOSSS) and have already been developed for both the electricity sector and urban water and sewerage services sector have also been finalised. The Authority issues standards.

With respect to electricity quality of supply standards, set the technically acceptable operating limits of both the magnitude and frequency of the supply voltage. In particular, the quality of supply standard sets operating limits for voltage regulation, unbalance, flickers and harmonics, and frequency regulation.

On the other hand, the electricity quality of service standards address issues that include time frames for customer service requests such as quotations and supply, faults’ handling, electricity account queries and complaints, among others. The standards detail measures the licensees have to take to ensure that customers get quality service.

The water and sewerage services sub-sector quality of service standards, in the same way, address issues on minimum service levels on topics such as time for making water and sewer connections, the procedure for disconnections, meter readings and others.

The water and sewerage services sub-sector quality of supply standards cover technical aspects such as water pressure and quality.