Section 13
Standards of performance of supply of gas and services by licensee
The Commission may issue guidelines on such standards of performance in connection with the —
(a)
supply of gas and provision of services to consumers by retail licensee; and
(b)
services in relation to the activities of regasification, transportation or distribution licensee.
(2)
The standards referred to in subsection (1) include such consumer service standards to be implemented by the licensee and procedures for —
(a)
reasonably meeting consumer requirements;
(b)
the handling of consumer complaints and disputes;
(c)
the compensation of consumers in case of a breach of the standards of performance, consumer service standards or for a breach of any of its obligation under the Enactment that affects consumers; and
(d)
the protection of consumer information.
(3)
The licensees referred to in subsection (1) shall publish their own consumer service standards in accordance with the guidelines issued by the Commission under this section.
(4)
Any action taken by the Commission under this section in respect of any failure by any licensee to meet the published standards shall not prejudice or affect any other remedy which may be available in respect of the act or omission of such licensee which constituted that failure under any other law including the Consumer Protection Act 1999 [Act 599].
(5)
Any licensee who contravenes this section commits an offence and shall, on conviction, be liable for a fine —
(a)
in the case of a retail licensee, not exceeding three hundred thousand ringgit and in the case of a continuing offence, to a further fine not exceeding one thousand ringgit for every day or part of a day during which the offence continues after conviction, and compensation for any loss incurred for the amount of which to be fixed by the court under section 41; and
(b)
in the case of regasification, transportation or distribution licensee, not exceeding one million ringgit and in the case of a continuing offence, to a further fine not exceeding ten thousand ringgit for every day or part of a day during which the offence continues after conviction, and compensation for any loss incurred for the amount of which to be fixed by the court under section 41.