Code of Practice on Customer Complaints Handling Procedure First Edition 2018 Approved by LEWA
Table of Contents 1. Citation and commencement 2. Abbreviations and De nitions 3. Preamble 4. Background 5. Objectives 6. Scope 7. General Rules and requirements for submission 8. Fairness and Transparency 9. Exclusions and Special Situations 10. Eligibility and contents of a complaint 11. Complaints Handling Processes 11.1 Written complaints 11.2 Verbal complaints (Telephone and in-person) 11.3 Requests 11.4 Enquiries 12. Escalation Procedure 13. Monitoring and Evaluation 14. Communication of the decisions on complaints 15. Contents of the decision 16. Communication of the Company's decision 17. Review 18. Referral.................. 1 1 2 2 3 4 4 5 5 6 6 6 7 7 7 8 8 8 8 9 9 9................................................
CODE OF PRACTICE ON CUSTOMER COMPLAINTS HANDLING PROCEDURE Pursuant to condition 37 of the Composite Electricity Licence issued by LEWA (the Authority) to the Lesotho Electricity Company (LEC) the LEC prepared the Code of Practice establishing a procedure for handling complaints from customers, which prescribes the manner in which LEC shall handle customer 1. Citation and commencement This Code may be cited as the Lesotho Electricity Company Code of Practice on Customer Complaints Handling Procedure (The Code) and shall come into operation on the date to be approved by the Authority. 2. Abbreviations and De nitions In this Code, unless the context requires otherwise, the words and phrases shall have the following meanings: 'Authority' means Lesotho Electricity and Water Authority (LEWA); Complaint' means any written or verbal expression of dissatisfaction directed to LEC by any person about services provided by the LEC; 'Complainant' means any person who lodges a complaint to the LEC; 'Customer' means any person who either has entered or is to enter into an electricity supply agreement with LEC, or legally consumes electricity (as an end consumer) supplied by LEC; 'Electronic' means information that shall be submitted through emails, website and Social media; 1
'Emergency' means any sudden crisis or disaster that if not attended to may cause damage or loss to lives and property; 'Enquiry' means any request for information; 'LEC' means the Lesotho Electricity Company; 'OS System' means Open Source System used by the LEC; 'Person' means both natural and juristic persons; 'QoSSS' means Quality of Service and Supply Standards as approved by the Authority; 'Query' means a request from the customer for information regarding validity and accuracy of information on services provided; 'Request' means any written or verbal demand for service by a customer; and 'Resolution' means a determination made by the LEC in respect of any complaint or query lodged by the complainant. 3. Preamble In line with the regulatory environment and quest for improved service delivery within the sector, LEC is intending to attend and address customer complaints as amicably, expeditiously and transparently as possible and put in place mechanisms which would afford its customers an accessible and ef cient service delivery as far as customer complaints are concerned. 4. Background Lesotho Electricity Company (LEC) is a corporate entity operating transmission, distribution and supply businesses of electricity in Lesotho under regulatory powers of the Lesotho Electricity and Water Authority (LEWA). The Authority has issued a Composite Licence to LEC, which amongst other things, requires the development of the Code of Practice on Customer Complaints Handling Procedure by LEC for consideration and approval by LEWA. Furthermore, the Authority has developed 2
Quality of Service and Supply Standards (QoSSS), which among others, makes provision for resolution of complaints, enquiries and requests, which LEC is expected to comply with. LEC has therefore developed this Code of Practice for Customer Complaints Handling Procedure in compliance with the Licence and QoSSS as stipulated by the Authority. Complaints handling is Lesotho Electricity Company's way of dealing with myriad complaints or queries, enquiries and requests from customers. LEC currently uses query cards to register, handle, trace and solve customers' complaints, queries or requests and provide feedback to customers. This is a manual data capturing method that records customers' detailed information to allow LEC employees to attend to individual grievances. This is used concurrently with an automated Open Source query handling system. 5. Objectives The objectives of the Code shall be as follows: 5.1 To create a systematic way of handling different types of complaints, enquiries and queries; 5.2 To create a reporting and feedback mechanism of customers' complaints; 5.3 To resolve complaints, enquiries and queries in a systematic manner, which will enhance expeditious and transparent practices; 5.4 To address complaints, enquires and queries at a One Stop Shop; and 5.5 To sensitize customers about Quality of Service and Supply Standards (QOSSS) as set by the Lesotho Electricity and Water Authority (LEWA). 3
6. Scope This Code shall apply to all complaints referred to the LEC in terms of this Code regarding LEC's services or property or any other matter falling within its functions and responsibilities. 7. General Rules and requirements for submission The general rules and requirements for submission shall be as follows: 7.1 Complaints, enquiries, queries or requests may be submitted by a complainant in person, in writing or telephonically or by a representative as the case may be; 7.2 Complaints, enquiries, queries and requests lodged telephonically and electronically shall be through the Call Centre twenty four hours a day, seven days a week; 7.3 The Complaints, enquiries, queries or requests shall be submitted to the LEC from Monday to Friday during business hours except on public holidays. LEC encourages customers to submit complaints during working hours; 7.4 Where a complaint, enquiry, query or request is submitted by a representative of the complainant, the former shall be provided with the written permission to act in that capacity; 7.5 Any person may lodge a complaint, enquiry, query or request on any matter of public concern or safety; 7.6 All complaints, enquiries, queries or requests shall be attended to immediately upon receipt subject to the preliminary veri cations and merit of the same; 7.7 Any person who wishes to lodge a complaint is advised to lodge it as soon as possible so it may be attended to timeously; 7.8 Complaints, enquiries, queries or requests which are lodged six (6) months after occurrence shall be submitted with reasons for delay and the LEC shall determine whether the relief sought is still relevant; 4
7.9 All complaints, enquiries, queries or requests shall be accompanied by full particulars of the complainant in accordance with Clause 10 herein below to enable further communication with the complainant in the process of handling the complaint; and 7.10 In case of complaint, the relief sought should be expressly stated. Customers are advised that all complaints, enquiries, queries and requests will be treated on an equal basis. 8. Fairness and Transparency LEC shall ensure fairness and transparency through the following: 8.1 This Code shall apply to all persons fairly, consistently and without discrimination; 8.2 LEC shall handle complaints as transparently as possible and shall apply best practices at all times; 8.3 Subject to the internal con dentiality controls, LEC shall in so far as it is possible, disclose all relevant documents and information necessary for ef cient customer complaints handling to the Authority upon such request being made. However, con dential information obtained from LEC shall not be disclosed to other parties, except by the concerned party's express consent or by operation of the law. 9. Exclusions and Special Situations Complaints emanating as a result of the following exclusions and special situations shall not be accepted as 'complaints' as de ned in this Code: 9.1 Natural disasters such as oods, lightning, hurricanes; 9.2 Criminal activities such as vandalism and tampering with electricity equipment; 5
9.3 Social unrests such as political turmoil, war, riots, strikes, bombings; 9.4 Emergencies shall not follow the set procedures but will be treated with the urgency they deserve. 10. Eligibility and contents of a complaint LEC shall regard the following as the determinants for eligibility and contents of a complaint: 10.1 Full names and contact details of the complainant; 10.2 Physical address/location, where the complaint has occurred; 10.3 A clear description of the dissatisfaction experienced by the customer on LEC service; 10.4 Relief sought; and 10.5 Signature of the complainant (if a written complaint). 11. Complaints Handling Processes Customers shall follow processes below to lodge their complaints: 11.1 Written complaints 11.1.1 Written complaints shall be addressed to the Company; 11.1.2 The Company shall acknowledge receipt of the complaint and respond in writing within ve (5) working days; 11.1.3 LEC shall resolve the complaint within two weeks of the initial receipt of the written complaint; 11.1.4 The resolution of the complaint shall be communicated to the complainant immediately thereafter; and 11.1.5 Complaints that do not require investigative work shall be attended to within one (1) day. 6
11.2 Verbal complaints (Telephone and in-person) 11.2.1 Verbal complaints received through the Call Centre and walk-in shall be logged into the Open Source (OS) system; 11.2.2 The complainant shall be issued with a reference number for the lodged complaint; 11.2.3 The resolution shall be communicated in writing to the complainant within two weeks; 11.2.4 Complaints that do not require referral or investigation shall be resolved within 1 day; 11.2.5 Emergency complaints shall not follow the set procedures but will be treated with the urgency they deserve. 11.3 Requests 11.3.1 All general customer requests (such as meter removal, changing of meters, switching of tariffs etc.) shall be responded to in writing within two weeks of receipt of the written request; 11.3.2 Emergency requests, shall not follow the set procedures but will be treated with the urgency they deserve. 11.4 Enquiries 11.4.1 Enquiries for information and advice received telephonically, through the internet or in person shall be handled on a One Stop basis without referral within 1 day; 11.4.2 Where investigative work is required, at least 95% of telephonic enquiries, internet enquiries or queries received in person shall be responded to in writing within ve working days and resolved within three weeks; 7
11.4.3 Emergency enquiries shall not follow the set procedures but will be treated with the urgency they deserve. 12. Escalation Procedure A complainant may refer the complaint to LEWA in the event that a response from LEC is not provided within a reasonable time or he/she is not satis ed with the response by the Company. 13. Monitoring and Evaluation 13.1 LEC shall monitor and evaluate the ef ciency of the Code annually for purposes of improving service delivery by developing a monitoring and evaluation tool (checklist) that will ensure continuous adherence to the approved processes; 13.2 LEC shall keep a register of complaints, which shall be accessible to the Authority to monitor. 14. Communication of the decisions on complaints 14.1 All decisions on lodged complaints shall be responded to in writing; 14.2 Where LEC has informed the complainant about the outcome of the complaint telephonically, a written decision shall follow either by email or formal letter within ve (5) working days. 15. Contents of the decision The decision shall include: 15.1 Brief outline of the complaint; 15.2 Issues in dispute; 8
15.3 Methodology of addressing the complaint; 15.4 Findings; 15.5 Decision made; and 15.6 Reasons behind the decision. Communication from LEC shall include advice to the complainant to further refer the matter to the Authority in cases of further grievance. 16. Communication of the Company's decision LEC shall communicate its decision to the complainant and shall request the customer to sign the acknowledgement of receipt of the communication. 17. Review LEC shall review the Code of Practice and submit it to LEWA for approval whenever there is a need. 18. Referral The Customer shall refer the complaint to the Authority on the following grounds: 18.1 In the event that the response is not provided in terms of the provisions of QOSSS, Act or other regulatory instruments or the complainant is not satis ed with the response provided by LEC. 9