The following categories of disputes arising in connection with the supply or use of electricity can be referred to the Commission by any party to the dispute, which the parties have not been able to resolve despite best efforts through the dispute resolution procedure prescribed by the Commission as rules The rules are available on our website:

1. a dispute between a distribution licensee and a tariff customer on matters related to obligations on such licensees to provide a supply of electricity and on consumers to pay for this and provide rights of access to the licenses; and

2. any other disputes between a licensee and a tariff customer, another licensee or any other affected party.

The Commission shall attempt to use mediation to resolve disputes, in the first instance, before other mechanisms are used. Mediation is a voluntary process, except where regulations, license conditions or similar provisions require disputes to be referred to us.

In the case of disputes relating to the first category, the Commission will mediate between the parties. In general, this will involve the use of mediation with a sealed arbitrator's decision as explained in the Alternate Dispute Resolution Manual available on our website. For other disputes, the Commission can require that the parties resolve the dispute through binding arbitration or have recourse to courts. The Commission will determine which party or parties shall pay the costs incurred in resolving the dispute.