Section 119: Consumer protection standards.

(1) The Commission shall develop, in consultation with the licensees, the following -
(a) customer service standards;
(b) quality of service and supply standards;
(c) customer complaint handling standards and procedures;
(d) procedures for dealing with, and assisting where necessary, customers who have difficulty in paying bills;
(e) procedures for applying for electricity service;
(f) procedures for disconnecting non-paying customers or for those in breach of other terms and conditions of an applicable tariff or contract;
(g) the information to be provided to consumers and the manner of its dissemination; and
(h) internal procedures for responding to emergency situations.
(2) Standards and procedures developed by the Commission shall be adhered to by the applicable licensees and all persons to which they apply to and shall be published by the applicable licensees m such manner and by such means as the Commission may direct.
(3) Without prejudice to the obligations of licensees regarding compliance with service delivery standards under this section, licensees shall publish on a quarterly basis through their official websites or other online mediums, key performance indicators as it affects service delivery including -
(a) technical data relaxed to load, system and equipment;
(b) operational parameters;
(c) financial data; and
(d) customer service information and other indicators.