Development of Standards

• Customer Service Standards: Procedures and standards for customer service, quality of service, and complaint handling.
• Bill Payment Assistance: Procedures for assisting customers who have difficulty paying their bills.
• Service Application and Disconnection: Procedures for applying for electricity service and for disconnecting non-paying customers or those breaching tariff or contract terms.
• Consumer Information: Information dissemination to consumers.
• Emergency Response: Internal procedures for responding to emergency situations.

Publication and Compliance

• Adherence to Standards: Licensees must adhere to developed standards and procedures, publishing them as directed by the Commission.
• Performance Indicators: Licensees are required to publish key performance indicators quarterly on their websites, including:
• Technical data related to load, system, and equipment.
• Operational parameters.
• Financial data.
• Customer service information.

Performance Standards and Codes

• Overall Performance Standards: Standards for electricity supply services and efficient use of electricity.
• Technical Codes and Manuals: Required for safe, reliable, and efficient system operation.
• Binding Nature: Approved standards, codes, and manuals are binding on licensees and must be published as directed.
• Annual Reviews: The Commission will review licensees' overall performance annually. Failures to meet standards may result in fines and penalties.