The enactment of the Electricity Act No. 36 of 2024 presents an opportunity to formalize and strengthen the process through which electricity distribution licensees address complaints raised by electricity consumers.

In line with regulatory best practices, electricity distribution licensees are well placed to resolve consumer complaints in the first instance, as they possess the relevant operational information, technical expertise, and resources necessary to investigate and address such issues effectively.

With this objective, the Public Utilities Commission of Sri Lanka (PUCSL) has developed rules to establish a Grievance Redressal Forum (GRF) within electricity distribution licensees. The proposed framework aims to provide consumers with a structured and accessible mechanism to seek redress for their grievances directly from the relevant licensee.

The implementation of these rules is expected to facilitate the timely resolution of consumer complaints at the licensee level, enabling only unresolved disputes to be referred to the PUCSL for further consideration and redress. This approach will strengthen the complaint-handling process, improve consumer service, and enable the PUCSL to focus its regulatory resources on disputes that remain unresolved after being considered through the licensees’ internal grievance redressal mechanisms.

The Grievance Redressal Forum Rules, issued by the Commission, are attached for reference.

Electricity distribution licensees are expected to implement these rules in due course, in accordance with the requirements established by the Commission.