Consumer's Complaints Process

The Authority is responsible for assisting customers to resolve any grievances that they may have with their electricity or water utility. 

Ensure to adhere to the following Customer Complaint Rules:

  1. The Customer before approaching the URA for assistance, should contact his/her service provider and lodge his/her complaint.

  2. Utility/Service provider has the obligation to investigate the complaint and make best efforts to resolve by providing its response to the complaint lodge by its customer.

  3. The Complainant, if unsatisfied with the response it has received from its service provider, may approach the Authority. Complainant is to make available to the Authority all necessary data and information related to the complaint.

  4. Consumers are to be made aware that utilities have been advised by the Authority and encouraged to establish an appropriate consumer grievance resolution process.