Section 15
Standards of performance of supply and services by licensees
of Electricity Supply Enactment 2024
The Commission may, from time to time, issue codes, guidelines or directions on such standards of performance of supply and services to be implemented by a licensee including procedures for —
(a)
reasonably meeting consumer requirements;
(b)
handling consumer complaints and disputes;
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(c)
procedures for the compensation of consumers in case of a breach of the standards of performance or a breach of any of the licensee’s obligations under the Enactment; and
(d)
the protection of consumer information.
(2)
Any action taken by the Commission pursuant to this section in respect of any failure by any licensee to meet the standards referred to in subsection
(1)
, shall not prejudice or affect any other remedy which may be available in respect of the act or omission of the licensee which constituted that failure under any other law including the Consumer Protection Act 1999 [Act 599].
(3)
The Commission may direct the licensee to provide any information on the levels of performance achieved and services provided in respect of the standards referred to in subsection (1) to consumers or potential consumers.
(4)
A licensee shall publish its own standards of consumer services in accordance with the codes, guidelines or directions referred to in subsection (1).
(5)
Any licensee who contravenes this section commits an offence.