The Authority is responsible for assisting customers to resolve any grievances that they may have with their electricity or water utility. Section 19 (1), (2), and (3) of the URA Act highlights that the Authority if requested by a person or utility may act as a mediator to resolve any dispute between the person and the utility.

The Consumer Complaints and Dispute Resolution Rules and Procedures (CCDR) provides a transparent and clear understanding of the consumers’ and utilities’ respective rights and obligations as well as the powers and obligations of the URA.

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.

Complete the Customer Complaints Form if you have approached the utility and you still require further support on your complaint. If you want to meet a staff of the Authority in person, then Contact us to set the date and time convenient to you. We will call you or email you on the contact details you provided in the Customer Complaints Form to confirm the meeting.