Standardisation of electricity supply services mandated

Having identified the various issues faced by electricity consumers, the Public Utilities Commission of Sri Lanka (PUCSL) has mandated the need to standardise the service requirements of Ceylon Electricity Board (CEB) and Lanka Electricity Company (LECO).

Accordingly, CEB and LECO have been mandated through the licenses granted to prepare a Supply Service Code. Further the commission expects to facilitate the information requirement of electricity consumers also through the implementation of Supply Service Code.

The Supply Service Code consists of following main area;

1. How to contact your service provider: the details including the contact numbers and contact persons of the services provider for breakdowns and inquiries.

2. Metering and billing information: This provides the details on how billing and assessment of consumption are done.

3. Procedure with respect to accessing consumer premises: This explains when a customer premise can be accessed and by whom.

4. Payments against the statement of accounts: details about how the bills can be paid and who is the contact officer for inquires on billing related matters in respective areas.

5. Consumers in default: the procedure related to dealing with defaulting consumers.

6. Connections and disconnection: the procedure to be followed in obtaining a new connection, temporary connections, disconnection and reconnection of electricity supplies.

7. Planned and unplanned power interruptions: details about how the consumers are informed of interruptions and how the consumers can inform about breakdowns.

8. Consumer complaints: the procedure of making complaints.

9. Meters: details of provision of meters, testing and reporting of meter related issues.

In addition, information about theft, damage and meter interference, efficient use of electricity and way leaves are also included in the Supply Service Code.

The commission expects to approve the Supply Service Code during 2012 and implementation by utilities (CEB and LECO) thereafter. Once implemented the copies of supply service code will be available for all electricity consumers and general public at all area offices of CEB and LECO. In addition this document will be available in the websites of PUCSL, CEB and LECO.

The commission expects that the supply service code will standardise the services of CEB and LECO as well as provide all necessary information regarding electricity supply to consumers once implemented.