Section 164: Customer protection.

1 The Authority may, to protect the interests of customers, issue regulations requiring suppliers, gas distributors and petroleum product distributors to -

a publish their terms of supply or distribution including tariffs, other than for negotiated tariffs under section 122 (4) of this Act;
b establish or to facilitate the establishment of a forum at which customers are able to express their views and raise concerns;
c formulate and adhere to standards of performance as are, in its opinion, necessary to ensure the safety, reliability and quality of supply and distribution services to customers and set penalties, pursuant to regulations, for failure to comply;
d prepare and submit reports to the Authority, at least on an annual basis, indicating their performance levels and status of their operations in respect of licenced activities at such times as the Authority may by regulation or in their respective licences prescribe; and
e develop and adhere to customer service codes, setting out the practices and procedures to be followed in the conduct of specified licenced activities, which may include -
(i) the installation, testing, maintenance and reading of
meters,
(ii) fault repairs and response to customer emergencies,
(iii) the connection and disconnection of customers,
(iv) responding to customer complaints and complaint resolution,
(v) Billing and invoicing,
(vi) the extension of payment and credit facilities,
(vii) the provision of information to customers and the use and protection of customer information, and
(viii) the establishment of special services for economically or socially disadvantaged customers.

2 The customer service codes shall be approved by the Authority prior to publication and may be reviewed at intervals as may be considered necessary by the Authority.

3 The customer service codes shall be made available to all customers upon request
and published on the website of the Authority.

4 The Authority shall notify or by regulation require licensees to notify customers of
the customer service codes that shall be adhered to by licensees.

5 The Authority shall, in developing customer protection regulations, -
a consult with suppliers, gas distributors, petroleum product distributors and interested stakeholders; and
b take into account existing procedures, practices and standards issued by the Federal Competition and Consumer Protection Commission.