Section 66Part 9 — Service Standards
Quality of service
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66. (1) Licensees shall use their best endeavours to ensure that their services are —
reliable;
provided with due care and skill; and
rendered in accordance with this Law and their licence to the standards reasonably expected of a competent provider of those services.
A complaint may be made to the Office by any person who is dissatisfied with the service provided to him by, or who claims to be adversely affected by, the actions or omissions of a licensee.
The Office shall prescribe standards for the provision of service for and by all licensees.
The Office shall review and may approve rules and procedures to be established by T&D licensees relating to the provision, refusal, disconnection or interruption of service.
The Office shall make rules and establish procedures relating to the administration and resolution of complaints, without limitation, including requirements for and the determinations relating to the payment of the costs of proceedings and procedures for the resolution of complaints and the payment of compensation to a complainant, which shall be binding upon licensees.