Type: Commission Decision 

Date: November 2025

Overview:

The Utilities Regulatory Authority (Authority) is the regulator for electricity and water services in Vanuatu. The Authority is mandated to ensure that utility operators deliver services that are reliable, safe, affordable, and consistent with established regulatory standards. Central to this mandate is the Authority’s commitment to strengthening evidence-based oversight by incorporating structured consumer feedback into regulatory decision-making.

To support this approach, the Authority initiated a national Customer Survey program designed to assess utility performance from the consumer’s perspective. The survey focuses on key service delivery dimensions, including reliability, safety and affordability. The information gathered is intended to identify systemic issues, highlight areas requiring regulatory attention, and provide a foundation for improving service outcomes across the sector.