A statement published in pursuant to section 3(1)(e) of the Sri Lanka Electricity Act,<\/p>\n
No. 20 of 2009<\/p>\n
Release \u2013 1 (July 2014)<\/p>\n
PUBLIC UTILITIES COMMISSION OF SRI LANKA<\/p>\n
Section 3(1)(e) of Sri Lanka Electricity Act 2009 requires the Public Utilities Commission of Sri Lanka to publish, after consultation with transmission and distribution licensees, a statement setting out the rights and obligations of consumers arising under sections 23 to 29 and Schedules I and II to that Act. This statement is published as per the aforementioned provisions of the Electricity Act and intends to make the consumers aware of:<\/p>\n
their rights and the level of service quality that they may reasonably expect from<\/span><\/p>\n the service providers \u2013 which is vital for the protection of consumers; and<\/p>\n their obligations \u2013 which is required to ensure an efficient supply of electricity by the service provider<\/span><\/p>\n It is expected that this statement will serve as a pledge of commitment and trust among the three main stakeholders in the electricity industry i.e. consumers, service providers and the Commission. The statement will also lay a solid foundation to enable the service providers and the Commission, to ensure the provision of the best possible service to<\/p>\n the consumers.<\/p>\n Electricity consumers have the following basic rights with respect to the supply and use of electricity:<\/p>\n Right to be informed (R1)<\/span><\/p>\n The code representing the relevant basic right (e.g. R1) is indicated in front of each of the consumer rights stated under Part II of this statement.<\/p>\n Electricity consumers have the following basic obligations with respect to the supply and use of electricity:<\/p>\n \uf0b7\u00a0Obligation to comply with regulatory framework (O1)<\/span><\/p>\n \uf0b7\u00a0Obligation to pay all charges legitimately levied by the service provider (O2)<\/span><\/p>\n \uf0b7\u00a0Obligation to provide assistance to service provider, in order to ensure the provision of an efficient service (O3)<\/span><\/p>\n \uf0b7\u00a0Obligation to ensure safety of other electricity consumers and public at large (O4)<\/span><\/p>\n \uf0b7\u00a0Obligation to provide information to service provider, in order to ensure the provision of an efficient service (O5)<\/span><\/p>\n \uf0b7\u00a0Obligation to protect the service provider\u2019s property (O6)<\/span><\/p>\n \uf0b7\u00a0Obligation to allow accurate recording of consumption (O7)<\/span><\/p>\n The code representing the relevant basic obligation (e.g. O1) is indicated in front of each of the consumer obligations stated under Part III of this statement. 1. Consumers have a\u00a0right\u00a0<\/b>to know the requirements which have to be fulfilled and the estimated time taken to obtain a new electricity supply\u00a0(R1)<\/span> 1\u00a0exception \u2013 with respect to bulk consumers, this information will be provided within twenty (20)<\/span><\/p>\n working days<\/p>\n 2\/21 2\u00a0exception \u2013 unless the supply of electricity requires the procurement of materials or labor and\/or involves construction works that are not identified in the charges approved by the Commission, which shall be indicated in the in the notice referred to in right A7 along with the period of time required for same.<\/span><\/p>\n 3\/21<\/p>\n Disconnection<\/p>\n 1. Consumers have a\u00a0right\u00a0<\/b>to not to get an electricity supply disconnected, except in the instances3\u00a0<\/span>specified below: 3\u00a0the supply may be disconnected to any premises occupied by the consumer, in the instances specified under (c), (d) and (e)<\/span><\/p>\n 4\u00a0balance amount = present average consumption for a period of two (2) months \u2013 [prevailing security deposit + accrued interest on the prevailing security deposit]<\/span><\/p>\n 5\u00a0refer item C for further details<\/span><\/p>\n 4\/21<\/p>\n Re-connection<\/p>\n 6. Where the service provider has discontinued the supply of electricity to any premises in the instance specified under sub paragraph (b) of paragraph 1 above, the consumers have a\u00a0right\u00a0<\/b>to get the supply re-connected within two (2) working days upon him or her providing the required security deposit\u00a0(R2)<\/span> 1. Consumers have a\u00a0right\u00a0<\/b>to receive at least seven (7) days\u2019 notice of a requirement to provide a new security deposit or a balance amount (required as a result of an increase in average consumption)\u00a0(R1)<\/span> (R6)<\/p>\n 6\u00a0this right will be effective from 01.01.2016<\/span><\/p>\n 5\/21 1. Consumers have a\u00a0right\u00a0<\/b>to get the meter installed on his\/her premises at a secured location in such a manner that he\/she is able to read the meter at any time he\/she wishes to do so\u00a0(R1)<\/span> (R10)<\/p>\n 7. Consumers have the following\u00a0rights\u00a0<\/b>if the meter is proved to be outside the accuracy limit of +\/- 2.5% (based on the results of a test carried-out on consumer request<\/i>): \uf0b7\u00a0period of incorrect registering \u2013 when the exact period of incorrect registering can be ascertained<\/span><\/p>\n \uf0b7\u00a0period up to the date of reporting or a period of twelve (12) billing periods (whichever is higher) \u2013 when the exact period of incorrect registering cannot be ascertained\u00a0<\/span>(R8)<\/span><\/p>\n 8. Consumers have the following\u00a0rights\u00a0<\/b>if the meter is proved to be outside the Electricity bill<\/p>\n 1. Consumers have a\u00a0right\u00a0<\/b>to be charged for the consumption of electricity ascertained only by reference to an appropriate meter(s) (unless otherwise agreed between a consumer and a service provider)\u00a0(R6)<\/span> \uf0b7\u00a0overdue payments brought forward from the previous period<\/span><\/p>\n \uf0b7\u00a0charges due for the current billing period<\/span><\/p>\n 7\/21<\/p>\n \uf0b7\u00a0any other charges<\/span><\/p>\n (f) payments made since the date of previous electricity bill \uf0b7\u00a0previous date of ascertaining the register of meter and corresponding<\/span><\/p>\n (kWh) reading<\/p>\n \uf0b7\u00a0current date of ascertaining the register of meter and corresponding (kWh)<\/span><\/p>\n reading<\/p>\n \uf0b7\u00a0electricity used (kWh) during the current period\u00a0<\/span>(R1)<\/span><\/p>\n 4. Consumers have a\u00a0right\u00a0<\/b>to know how the charges due for the current billing period have been calculated\u00a0(R4)<\/span> Estimation of usage<\/p>\n 7. Consumers have a\u00a0right\u00a0<\/b>to get any estimate of electricity usage, prepared by the service provider in the normal course of business (e.g. the premises is not accessible to the meter reader), confirmed or revised (if required) based on the next meter reading\u00a0(R6)<\/span> Payments<\/p>\n 10. Consumers have a\u00a0right\u00a0<\/b>to be allowed a period of fourteen (14) days from the date of issuing the electricity bill, to settle the charges due with respect to a billing period, without being charged of any interest or issuance of a disconnection 1. Consumers have a\u00a0right\u00a0<\/b>to get any complaints (relating to the supply and use of electricity) resolved through the complaint handling procedure specified in the supply services code\u00a0(R7)<\/span> 7\u00a0complaints with respect to breakdowns of supply to be lodged via the contact number printed on the electricity bill and may be referred to respective Area Engineer or Branch Manager, as applicable, if no action has been taken within a reasonable period of time<\/span><\/p>\n 8\u00a0exception \u2013 if the resolution of the matter requires system development, the consumer shall be informed of the same and the time taken to resolve the matter<\/span><\/p>\n 9\/21 1. Occupier (or, if the premises is not occupied, the owner) of any premises has a\u00a0right\u00a0<\/b>to not to allow entry into his\/her premises by the service provider, except for the purposes authorized under the Electricity Act, stated below: 9\u00a0a dispute is considered to have arisen between the service provider and the consumer, only when the consumer had lodged a complaint with the service provider and he or she is not in agreement with the resolution provided by the service provider or the service provider has not resolved the matter within the specified time periods<\/span><\/p>\n 10\/21 right\u00a0to not to allow entry into his or her premises by the service provider:<\/span><\/p>\n (a) if a three (3) days\u2019 prior notice of the intended entry has not been served, for the purposes stated in item (a) of paragraph 1 above10<\/span>; (R3 and R11)<\/p>\n 3. Any notice referred to in item (a) of paragraph 2 above, shall: 10\u00a0exception \u2013 in the case of emergency arising from faults in any electric line or electrical plant, entry may be made without the notice required to be given, but the notice shall be given as early as possible<\/span><\/p>\n 11\/21 Changes to the account<\/p>\n 1. Consumers have a\u00a0right\u00a0<\/b>to make changes to their account details (e.g. contact details, method and medium of contact, etc.)\u00a0(R2)<\/span> (R2)<\/p>\n 3. Consumers have a\u00a0right\u00a0<\/b>to know the requirements to be fulfilled and procedure to be followed in order to change the tariff category\u00a0(R1)<\/span> Communication with the service provider<\/p>\n 6. Consumers have a\u00a0PART I \u2013 GENERAL PROVISIONS<\/h2>\n
A. BASIC RIGHTS<\/h3>\n
\n
B. BASIC OBLIGATIONS<\/h3>\n
\n1\/21<\/p>\nPART II \u2013 CONSUMER RIGHTS<\/h2>\n
A. OBTAINING A SUPPLY<\/h3>\n
\n2. Consumers have a\u00a0right\u00a0<\/b>to be connected and supplied electricity without any
\nundue preference or discrimination\u00a0(R2)<\/span>
\n3. Any consumer who owns or occupies any premises: which is situated within fifty (50) meters from any distribution line or which could be connected to any such line by an electric line supplied and laid by him\/herself, has a\u00a0right\u00a0<\/b>to make a request for an electricity supply\u00a0(R2)<\/span>
\n4. Consumers have a\u00a0right\u00a0<\/b>to receive an application form free of charge to obtain a new electricity supply\u00a0(R3)<\/span>
\n5. Consumers have a\u00a0right\u00a0<\/b>to receive advice on fulfilling the physical and
\nprocedural requirements, including the filling of application form and submission of required documents, with respect to obtaining a new electricity supply\u00a0(R4)<\/span>
\n6. Consumers have a\u00a0right\u00a0<\/b>to know the place at which a duly filled application form
\nshall be submitted, depending on the capacity, category, etc. of electricity supply applied for\u00a0(R4)<\/span>
\n7. Within ten (10) working days of making a request for an electricity supply (i.e. submission of an application), consumers have a\u00a0right\u00a0<\/b>to receive a notice specifying:
\n(a) the extent to which the proposals specified in his or her request for electricity supply are acceptable to the service provider;
\n(b) counter-proposals made by the service provider (if any); (c) applicable tariff category;
\n(d) the payment that the consumer may be required to make (i.e. the cost estimate), for the provision of any electric line or electrical plant by the service provider1<\/span>;
\n(e) any security deposit that the consumer may be required to make; and
\n(f) any other terms and conditions which the consumer may be required to accept\u00a0(R1)<\/span>
\n8. Consumers have a\u00a0right\u00a0<\/b>to know the breakdown (including the basis of
\ncalculation), of the payments and any security deposit that are required to be paid to the service provider to obtain a new electricity supply\u00a0(R1)<\/span>
\n9. Consumers have a\u00a0right\u00a0<\/b>to know:
\n(a) the status of an application submitted to obtain a new electricity supply;
\n(b) the reasons for not processing, rejecting or any delay in processing of such application; and
\n(c) the steps that can be taken by the consumers to remove any deficiency in
\nsuch application\u00a0(R1)<\/span>
\n10. Consumers have a\u00a0right\u00a0<\/b>to be charged only the charges approved by the
\nCommission when obtaining a new electricity supply\u00a0(R2)<\/span><\/p>\n
\n11. Consumers have a\u00a0right\u00a0<\/b>to choose the capacity of the required connection, out of the capacities declared by the service provider in the supply services code\u00a0(R5)<\/span>
\n12. Retail consumers have a\u00a0right\u00a0<\/b>to be connected and supplied with electricity
\nwithin ten (10) working days from the date of payment of amount due with regard to provision of the supply\u00a0(R2)<\/span>
\n13. Bulk consumers have a\u00a0right\u00a0<\/b>to be connected and supplied with electricity within
\nforty (40) working days2\u00a0<\/span>from the date of payment of amount due with regard to provision of the supply\u00a0(R2)<\/span>
\n14. Consumers have a\u00a0right\u00a0<\/b>to receive a copy of the agreement entered into with the service provider with respect to the provision of electricity supply\u00a0(R1)<\/span>
\n15. If the supply has not been provided within the time periods specified under
\nparagraphs 13 and 14 above, due to the circumstances under the control of the service provider, the consumers have a\u00a0right<\/b>:
\n(a) to withdraw his or her application and obtain a refund (after deducting the expenses incurred by the service provider, up to that point) of the payments made to the service provider; and
\n(b) to be paid interest on the amount refunded at the rate approved by the Commission (as specified in the supply services code) for the period in which it remained in the hands of the service provider, if the period between the date of payment and the date of refund is more than ninety (90) days\u00a0(R5)<\/span>
\n16. Consumers have a\u00a0right<\/b>:
\n(a) to receive the first electricity bill within sixty (60) days from providing the supply; or
\n(b) if the service provider fails to do so, to be granted a facility to settle the charges due for the relevant periods (for which electricity bills were not issued) in reasonable monthly installments, without any interest\u00a0(R6)<\/span>
\n17. Consumers have a\u00a0right\u00a0<\/b>to be made aware of this statement at the time of entering into the agreement with the service provider\u00a0(R3)<\/span>
\n18. Consumers have a\u00a0right\u00a0<\/b>to obtain a temporary electricity supply, subject to the
\nconditions and for the periods specified in the supply services code, for following purposes:
\n(a) for a domestic function such as a wedding, funeral or religious ceremony
\n(subject to settlement of all amounts payable to the service provider up to the date of the request for a temporary supply, when the temporary supply applied for is an extension of an existing supply)
\n(b) for a public function such as a musical show, exhibition or political rally
\n(c) for the construction of a dwelling, building or a structure
\n(d) for the construction of infrastructure such as a dam, tunnel or bridge\u00a0(R3)<\/span><\/p>\nB. DISCONNECTION AND RE-CONNECTION<\/h3>\n
\n(a) on the request of the consumer;
\n(b) failure to provide a new security deposit or the balance amount4\u00a0<\/span>(required as a result of an increase in average consumption) within seven (7) days of receipt of a notice5\u00a0<\/span>from the service provider;
\n(c) failure to pay, within the requisite period, all charges due to the service provider in respect of the supply of electricity or the provision of any meter, electric line or electrical plant for the purpose of that supply;
\n(d) failure to pay the monthly installments (where the service provider has granted such facility) before the due date as per an agreement entered into with the service provider;
\n(e) failure to comply with a notice issued by the service provider requiring the consumer to cease using any appliance, which unduly or improperly interferes with the supply of electricity to any other consumer;
\n(f) use of electricity in a dangerous or unsafe manner which can cause injury to the persons at the consumer\u2019s premises or public at large, as provided in the regulations on safety prescribed under the Electricity Act;
\n(g) an emergency arises from faults in any electric line or electrical plant; (h) consumer is convicted of an offence under the Electricity Act\u00a0(R2)<\/span>
\n2. Consumers have a\u00a0right\u00a0<\/b>to get the supply disconnected at a pre-arranged time in
\nagreement with the service provider in respect of the instance specified under sub paragraph (a) of paragraph 1 above\u00a0(R5)<\/span>
\n3. In the instances specified under sub paragraphs (c), (d) and (e) of paragraph 1 above, consumers have a\u00a0right\u00a0<\/b>to receive at least a ten (10) days\u2019 notice containing:
\n(a) the reasons for disconnection;
\n(b) the requirements to be fulfilled for reconnection; and
\n(c) actions that can be taken by consumer to prevent disconnection (if any), prior to disconnecting the supply of electricity to his or her premises.\u00a0(R1)<\/span>
\n4. Consumers have a\u00a0right\u00a0<\/b>to not to get the supply disconnected, under the
\ninstances specified under sub paragraphs (b), (c) and (d) of paragraph 1 above, if there is a genuine dispute with the service provider on the amount (specified in the relevant notice received from the service provider) of the charges due\u00a0(R9)<\/span>
\n5. Consumers have a\u00a0right\u00a0<\/b>to not to get the supply disconnected, under the
\ninstances specified under sub paragraphs (b), (c) and (d) of paragraph 1 above, on public holidays, Saturdays, Sundays and before 8 a.m. and after 5 p.m. on
\nany other day\u00a0(R3)<\/span><\/p>\n
\n7. Where the service provider has cut-off the supply of electricity to any premises in the instances specified under sub paragraphs (c) and (d) of paragraph 1 above, the consumers have a\u00a0right\u00a0<\/b>to get the supply re-connected within two (2) working days upon him or her fulfilling the following:
\n(a) providing a security deposit (if required) (b) making good the default
\n(c) paying the expenses (approved by the Commission) of disconnecting and reconnecting the supply\u00a0(R2)<\/span>
\n8. Any person has a\u00a0right\u00a0<\/b>to claim compensation from service provider for any loss
\nor damage caused as a result of failure of the service provider to exercise the right of consumers specified under paragraph 7 above.\u00a0(R7)<\/span>
\n9. Where the service provider has cut-off the supply of electricity to any premises in the instance specified under sub paragraph (e) of paragraph 1 above, the consumers have a\u00a0right\u00a0<\/b>to get the supply re-connected within two (2) working days upon the consumer ceased using the appliance which unduly or improperly interfered with the supply of electricity to any other consumer\u00a0(R2)<\/span>
\n10. Where the service provider has disconnected the supply of electricity to any premises in the instance specified under sub paragraph (f) or (g) of paragraph 1 above, the consumers have a\u00a0right\u00a0<\/b>to get the supply re-connected, as soon as practicable, upon the service provider being satisfied that the persons at the consumer\u2019s premises or public at large are safe from electrical hazards\u00a0(R2)<\/span><\/p>\nC. SECURITY DEPOSIT<\/h3>\n
\n2. Consumers have a\u00a0right\u00a0<\/b>to not to provide a security deposit in excess of an
\namount equal to two (2) months\u2019 average usage of electricity\u00a0(R6)<\/span>
\n3. Consumers have a\u00a0right\u00a0<\/b>to be paid interest6<\/span>, by way of a credit to the charges payable on consumption, on any sum of money provided to the service provider as a security deposit, at the rate approved by the Commission (specified in the supply services code) and for the period in which it remains in the hands of the service provider, in the following manner:
\n(a) retail consumers \u2013 annually (in the month of December of each year) (b) bulk consumers \u2013 monthly (at the end of each month)\u00a0(R6)<\/span>
\n4. Consumers have a\u00a0right\u00a0<\/b>to obtain the refund of security deposit along with any accrued interest in case of the termination of agreement with the service provider<\/p>\n
\n5. In the case of transferring of an account, a consumer has the\u00a0right\u00a0<\/b>to get the security deposit along with any accrued interest transferred to the new consumer(R6))<\/span><\/p>\nD. METER AND METERING<\/h3>\n
\n2. Consumers have a\u00a0right\u00a0<\/b>to be charged for the consumption of electricity ascertained by reference to a meter:
\n(a) provided by the service provider; and
\n(b) kept in proper order (for correctly registering the quantity of electricity supplied) at its own expense\u00a0(R9)<\/span>
\n3. Consumers have a\u00a0right\u00a0<\/b>to get the meter tested for accuracy, within ten (10) working days of making the relevant payment (approved by the Commission) to the service provider. However, no payment shall require to be made for testing of the meter; if a service provider fails to establish (to the consumer) that the relevant meter has been inspected and tested as per the frequency specified below:
\n(a) low voltage retail consumers \u2013 single phase: during the period of past ten (10)
\nyears from the date of request for testing
\n(b) low voltage retail consumers \u2013 three phase: during the period of past five (5)
\nyears from the date of request for testing
\n(c) low voltage bulk consumers \u2013 during a period of past one (1) year from the date of request for testing
\n(d) medium voltage consumers \u2013 during a period of past one (1) year from the date of request for testing
\n(e) embedded generators \u2013 during a past period (as stipulated in CEB guide for grid interconnection of embedded generators) from the date of request for testing, subject to a maximum period of one (1) year\u00a0(R9)<\/span>
\n4. Consumers have a\u00a0right\u00a0<\/b>to receive a copy of the meter test report, when a meter is tested for accuracy on a consumer\u2019s request or on service provider\u2019s initiative\u00a0(R1)<\/span>
\n5. Consumers have a\u00a0right\u00a0<\/b>to receive required explanations from the service
\nprovider on: the procedure followed in testing a meter for accuracy; and the methodology used in estimating electricity consumption\u00a0(R1)<\/span>
\n6. Consumers have a\u00a0right\u00a0<\/b>to not be charged for any alleged losses or damages caused to the service provider, until he or she is convicted for an offence under the Electricity Act after summary trial before a Magistrate, where the service provider suspects that he or she has intentionally or negligently:
\n(a) altered the register of meter used for measuring the quantity of electricity supplied to his or her premises by the service provider;
\n(b) prevented such meter from duly registering the quantity of electricity supplied through that meter; or
\n(c) damaged or caused to be damaged, any electric line or electrical plant
\nbelonging to or operated by the service provider, including any part of any line
\n6\/21
\nand plant up to the meter (including the meter) situated in his or her property<\/p>\n
\n(a) get his\/her meter or meters replaced free of charge
\n(b) obtain a refund of the charges paid for the meter test
\n(c) not to be back-charged for any loss of revenue to service provider (in the case of under-registering of meter i.e. negative error > 2.5%)
\n(d) obtain a refund of amounts over-charged from the consumer (in the case of over-registering of meter i.e. positive error > 2.5%), for the period given below:<\/p>\n
\naccuracy limit of +\/- 2.5% (based on the results of a test carried-out by the service provider on its own initiative<\/i>)
\n(a) get his\/her meter or meters replaced free of charge
\n(b) to be back-charged only for the period from the date of detection, subject to a maximum period of three (3) billing periods, for any loss of revenue to service provider (in the case of under-registering of meter i.e. negative error > 2.5%)
\n(c) obtain a refund of amounts over-charged from the consumer for the period from the date of detection, subject to a minimum period of three (3) billing periods (in the case of over-registering of meter i.e. positive error > 2.5%)\u00a0(R8)<\/span><\/p>\nE. RECOVERING CONSUMPTION CHARGES<\/h3>\n
\n2. Consumers have a\u00a0right\u00a0<\/b>to get the register of meter ascertained and an
\nelectricity bill issued once in every thirty (30) days +\/- three (3) days (i.e. 27 to 33 days period)\u00a0(R8)<\/span>
\n3. Consumers have a\u00a0right\u00a0<\/b>to receive the following information in the electricity bill:
\n(a) account number
\n(b) relevant area\/branch office (c) applicable tariff category (d) billing period
\n(e) breakdown of the total charges due, i.e.:<\/p>\n
\n(g) due date for the payment of charges due
\n(h) methods available for settling the bill
\n(i) how and whom to be contacted in order to obtain clarifications on the electricity bill
\n(j) contact number to be used to report any breakdown of supply
\n(k) location and opening hours of the relevant area\/branch office of the service provider
\n(l) details on the use (kWh) of electricity:<\/p>\n
\n5. Consumers have a\u00a0right\u00a0<\/b>to know the prevailing electricity tariffs schedule and
\nany upcoming revisions to same\u00a0(R1)<\/span>
\n6. Consumers have a\u00a0right\u00a0<\/b>to obtain assistance from the service provider in comprehending any information provided in the electricity bill\u00a0(R4)<\/span><\/p>\n
\n8. Consumers have a\u00a0right\u00a0<\/b>to get their electricity usage estimated only as specified
\nin the methodology approved by the Commission (as specified in the supply services code), in the events of:
\n(a) a meter being proved to register consumption incorrectly; (b) the malfunction of meter; or
\n(c) any person altering the register of meter(R6)<\/span>
\n9. Consumers have a\u00a0right\u00a0<\/b>to know the details of and clarifications on methods adopted by the service provider in estimating the usage of electricity\u00a0(R4)<\/span><\/p>\n
\nnotice\u00a0(R6)<\/span>
\n11. Consumers have a\u00a0right\u00a0<\/b>not to be charged interest on any outstanding amount except at the rate approved by the Commission\u00a0(R6)<\/span>
\n12. Consumers have a\u00a0right\u00a0<\/b>to receive an acknowledgement for all payments made
\nto the service provider containing the following details (at minimum): (a) date of payment
\n8\/21
\n(b) account number
\n(c) mode of payment (e.g. cash, credit card, etc.) (d) amount paid\u00a0(R1)<\/span>
\n13. Consumers have a\u00a0right\u00a0<\/b>to know all the modes of payment available to settle electricity bills and the time taken to update the payments made through each such mode\u00a0(R1)<\/span><\/p>\nF. CONSUMER COMPLAINTS<\/h3>\n
\n2. Consumers have a\u00a0right\u00a0<\/b>to lodge any complaint in writing (by post, fax or email)
\nor orally7\u00a0<\/span>(by visiting or over telephone) with respect to the supply of electricity at: (a) respective Area Engineer\u2019s office, customer service center or E-City, in the
\ncase of Ceylon Electricity Board
\n(b) respective Branch Manager\u2019s office or customer service center, in the case of
\nLanka Electricity Company (Pvt.) Ltd.\u00a0(R7)<\/span>
\n3. Consumers have a\u00a0right\u00a0<\/b>to receive an acknowledgement and a reference number for any complaint made (in writing or orally) to the service provider: (a) via post, within five (5) working days of lodging the complaint \u2013 if the
\ncomplaint has been lodged by post or by fax;
\n(b) via telephone, at the time of lodging the complaint \u2013 if the complaint is being lodged by telephone and if the complaint has been lodged by post, fax or email but the consumer has not received an acknowledgement by post;
\n(c) via email, within two (2) working days of lodging the complaint \u2013 if the complaint has been lodged by email;
\n(d) by hand, at the time of lodging the complaint \u2013 if the complaint is being lodged by visiting an office of the service provider\u00a0(R1)<\/span>
\n4. Consumers have a\u00a0right\u00a0<\/b>to know the current status of any complaint lodged with
\nthe service provider\u00a0(R1)<\/span>
\n5. Consumers have a\u00a0right\u00a0<\/b>to receive a resolution for any complaint lodged with the relevant officer of the service provider within a period of fourteen (14) days from the date of the complaint\u00a0(R7)<\/span>
\n6. However, if the matter is required to be referred to a higher authority by the
\nrelevant officer in order to provide a resolution, (e.g. Area Engineer decides to refer the matter to Deputy General Manager in resolving the matter \u2013 in the case of Ceylon Electricity Board), the consumers have a\u00a0right<\/b>:
\n(a) to be informed of the same, within a period of fourteen (14) days from the date of the complaint; and
\n(b) to receive a resolution8\u00a0<\/span>within a period of twenty eight (28) days from the date
\nof the complaint\u00a0(R7)<\/span><\/p>\n
\n7. Consumers have a\u00a0right\u00a0<\/b>to know the next course of action, that may be initiated, in case if he or she is not in agreement with the resolution received from the service provider\u00a0(R1)<\/span>
\n8. Consumers have a\u00a0right\u00a0<\/b>to refer any dispute9\u00a0<\/span>that arise with the service provider,
\nin connection with the supply or use of electricity, to the Commission provided that the parties have not been able to resolve it through the dispute resolution procedure prescribed by the Commission\u00a0(R7)<\/span><\/p>\nG. ENTERING INTO PREMISES<\/h3>\n
\n(a) for the purpose of:
\ni. placing a new electric line or new electrical plant, in place of or in addition to any existing line or plant which has already been lawfully placed; or
\nii. repairing or altering any such existing line or plant
\n(b) for routine work, namely:
\ni. inspecting any electric line or electrical plant belonging to or operated by the service provider;
\nii. ascertaining the register of any meter belonging to or operated by the service provider; or
\niii. removing, inspecting or reinstalling any meter or installing any substitute meter or associated equipment
\n(c) for the purpose of disconnecting the supply or removing the meter or any
\nassociated electrical plant used for, or for purposes connected with, the distribution or supply of electricity, where the service provider is authorized by paragraph 4(3) or 4(4) of Schedule II of the Electricity Act, to:
\ni. discontinue the supply of electricity to any premises; or ii. remove the meter
\n(d) for the purpose of disconnecting the supply or removing any electrical plant, electric line or meter, where:
\ni. the service provider is authorized to cut off or discontinue the supply of electricity to any premises by any provision of the Electricity Act or of regulations made under it, except for the purposes stated under (f) below,;
\nii. a person occupying any premises supplied with electricity by the service provider ceases to require such a supply; or
\niii. a person entering into occupation of any premises previously supplied
\nwith electricity by the service provider does not require such supply
\n(e) for the purpose of cutting off the supply of electricity when a consumer fails to comply with a notice from the service provider requiring him or her to cease using any appliance which unduly or improperly interferes with the supply of electricity to any other consumer;<\/p>\n
\n(f) for the purpose of cutting off the supply of electricity when a consumer fails to:
\ni. pay, within the requisite period, all charges due to the service provider in respect of the supply of electricity or the provision of any meter, electric line or electrical plant for the purpose of that supply;
\nii. pay the monthly installments due under any agreement entered into with the service provider; or
\niii. provide a new security deposit or the balance amount (required as a result of an increase in average consumption)
\n(g) in case of an emergency arising from the use of electricity at the premises, in
\ndangerous or unsafe manner which can cause injury to any person living at the premises or general public\u00a0(R11)<\/span>
\n2. Occupier (or, if the premises is not occupied, the owner) of any premises has a<\/p>\n
\n(b) before 8 a.m. or after 5 p.m. on any day, for the purposes stated in items (b), (c), (d) and (e) of paragraph 1 above; and
\n(c) on public holidays, Saturdays and Sundays; and before 8 a.m. or after 5 p.m.
\non any other day, for the purposes stated in item (f) of paragraph 1 above<\/p>\n
\n(a) state as fully and accurately as possible the nature and extent to the acts intended to be done; and
\n(b) be given to the occupier, where the land is occupied; (c) be given to the owner, where the land is not occupied;
\n(d) be exhibited in some conspicuous position on the land, where the land is not occupied and the name and address of the owner cannot be ascertained with reasonable diligence; or
\n(e) be given to the officer or person in charge, where the land is used or reserved for any public purpose\u00a0(R1)<\/span>
\n4. Occupier (or, if the premises is not occupied, the owner) of any premises has a\u00a0right\u00a0<\/b>to request from any representative of the service provider to establish his\/her identity and to produce evidence of his\/her authority for the entry, prior to allowing entry to their premises\u00a0(R12)<\/span>
\n5. Owner of any premises has a\u00a0right\u00a0<\/b>to be paid reasonable compensation (from
\nthe generation licensee, transmission licensee or the service provider by whom the entry was authorized in writing) for any disturbance, disability or damage that may be caused pursuant to the entry by any officer authorized by a service provider to such premises\u00a0(R13)<\/span>
\n6. Any person interested in any land or movable property has a\u00a0right\u00a0<\/b>to recover compensation for any damage caused to such land or movable property, in the exercise of powers to enter upon any land or premises by the Electricity Act, from the generation licensee, transmission licensee or the service provider on whose
\nbehalf the power to entry has been exercised\u00a0(R13)<\/span><\/p>\n
\n7. Any person has a\u00a0right\u00a0<\/b>to request additional safeguards in entering his or her premises due to security or other reasons\u00a0(R12)<\/span><\/p>\nH. OTHER<\/h3>\n
\n2. Consumers have a\u00a0right\u00a0<\/b>to transfer an existing electricity supply to another
\nconsumer upon fulfillment of the requirements specified by the service provider<\/p>\n
\n4. Consumers have a\u00a0right\u00a0<\/b>to get tariff category changed upon fulfillment of the
\nrequirements specified by the service provider (as contained in the supply services code)\u00a0(R2)<\/span>
\n5. Any consumer who has already obtained a temporary electricity supply for the construction of a dwelling, building or a structure, has a\u00a0right\u00a0<\/b>to get such supply converted to a permanent supply (upon completion of the construction and fulfillment of other requirements) under the applicable tariff category\u00a0(R2)<\/span><\/p>\n