ENERGY and Water Utilities Regulatory Authority-Consumer Consultative Council (EWURA-CCC) has introduced the new system of submitting complaints to the council whereby an individual is allowed to represent a group of people experiencing the same problem.
EWURA-CCC Executive Secretary, Eng Goodluck Mmari, said in a statement that the new system was aimed at expanding the scope of submitting complaints.
The notice on the new system, which was published in the government gazette in January 2013, states that any individual or a group of people can on behalf of other consumers submit complaints about any service provider supervised by EWURA to the EWURA-CCC. Eng Mmari said the new system would speed up the resolution of complaints, saying consumers with complaints should adhere to the procedures while submitting complaints.
He pointed out that the procedures require a representative of a group with complaints to fill forms for complaints and that the forms should be attached with a list of consumers with complaints plus their signatures.
"The list of consumers with complaints should be attached with a summary of a meeting which appointed a person to represent a group in submitting complaints to the council," he said adding, "It is vital to adhere to procedures of submitting complaints for a group of consumers."
According to section 4 (2) of procedures to submit complaints, the council has the authority to submit complaints to EWURA on behalf of energy or water consumers. "The council has the authority to submit complaints to service provider or EWURA on behalf of the consumers," said Eng Mmari.