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.

If you have approached your utility and still require further support, please submit your complaint through the URA Consumer Complaints Portal. If you would like to meet with a staff member of the Authority in person, please contact us to arrange a suitable date and time. We will call or email you using the contact details provided to confirm the meeting.