Customer Service Charter
Meter Accuracy
Should you contact our Customer Service Office because you believe that your meter reading is inaccurate or your meter is not working, we will send an investigator to your premises within two working days and give you a formal response within five working days.
Questioning your bill
Should you contact our Customer Service office to question your bill we will give you an immediate response. However, if further investigation is required, we will call you with the findings followed by a written response within five working days.
Providing your New Supply
When you apply for a new supply of electricity, we will inspect and connect your premises within seven working days. Should we encounter any problems, we will inform you of the result and any further steps you may need take to remedy the matter. Once these changes have been made, the electricity will be duly connected.
Promises we wish to make
- We pledge to reconnect all disconnected customers within 24 hours after all outstanding charges have been paid.
- We pledge to acknowledge written correspondence from all customers with five working days.
- We pledge to reduce the waiting time in the lines at our Customer Service Office to below 15 minutes
- We will answer the telephone expeditiously when you call; Our goal is to do this within three rings.
- Provide you at all times with a team of courteous, professional and efficient personnel to assist with your requests and complaints.
- We will inform customers one week in advance when we plan to disconnect your area via the media.
Customer Service