EXPECTED SERVICE DELIVERY

  1. CUSTOMER CORNER
  2. EXPECTED SERVICE DELIVERY
Type of Service Type of customer Description Detailed Response Expected Service Time
Approval of Plan for Construction Permits Domestic
Commercial
Industrial		 Approval for clearance Reply for approval / non-approval of plan from date of application received at Customer Service. Silent agreement for late replies should not apply for safety reasons Within 5 working days
Request for new supply Domestic
Commercial
Industrial		 Request for new supply First inspection from date of application received at Customer Service Within 4 working days
Following inspection Next inspection from date of reporting by customer Within 4 working days
Connection Subject to receipt of payment of security deposit and connection fees. Within 10 working days
Request for new supply Domestic
Commercial
Industrial
(No network available)		 Request for new supply First inspection from date of application received at Customer Service Within 4 working days
Claim Send claim subject to planning and unforeseen constraints. Within 15 working days
Execution Execution of infrastructural works as from date of payment for site without any constraint. Within 17 working days
Execution of infrastructural works as from date of payment subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 18 and 60 working days
Connection Connection of supply following payment of security deposit and connection fees. Within 10 working days
Request for increase in load Domestic
Commercial
Industrial
(No Spare Capacity available)		 Request for increase in load First inspection from date of application received at Customer Service Within 4 working days
Processing fee Writing to customer about the requested implications informing him/her of processing fees involved, wherever applicable. Within 8 working days
Claim Send claim subject to payment of processing fees, planning and unforeseen constraints Within 15 working days
Execution Execution of infrastructural works as from date of payment for site without any constraint. Within 17 working days
Execution of infrastructural works as from date of payment for site subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 18 and 60 working days
Request for new supply for parcelling projects Parcelling Projects Claim Send claim as from date of receipt of letter of intent subject to planning and unforeseen constraints Between 20 and 60 working days
Issue of Clearance Certificate Issue of clearance subject to payment and written confirmation of completion of all infrastructural / civil / pipe laying works by client Between 15 and 30 working days
Execution Execution of infrastructural works as from date nearest CEB Office is informed of start of construction works by individual owner subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 15 and 60 working days
Connection Connection of supply following payment of security deposit and connection fees. Within 10 working days
Emergency Repair Service Through 130   Outage of Supply Repairs & Restoration of power supply from time of complaint logged at the Call Centre - Excluding natural calamities (e.g. cyclones, floods, electric storms, etc.) Within 24 hours depending on the nature of fault
Complaints ALL Customer letters/complaints First acknowledgement letter from enquiry/complaint received at Customer Service Within 5 working days
Replies to enquiries/complaints from date of acknowledgement letter Within 30 working days
Reconnections of supply after disconnection for non-payment ALL Provided that account is not yet closed Reconnection following settlement of total outstanding bills Within 48 hours
Request for displacement of meters, and/or service lines ALL Request for displacement First inspection from date of application received at Customer Service Within 4 working days
Following inspection Next inspection from date of reporting by customer Within 4 working days
Displacement Effective displacement of meter and/or service lines (where no infrastructural works are involved) following payment of necessary charges as per Annex 1 and provided that all works requested by the CEB meet compliance & subject to unforeseen constraints Within 10 working days upon receipt of payment/compliance
Reading of inaccessible meters ALL Average bill is given based on past six months’ consumption Writing to customer to remedy to the situation Within 3 months from first no-accessibility
Complaints about voltage/quality of power supply ALL If reported in writing and not reported through 130 Helpdesk First inspection of customer’s premises from date of complaint received at Customer Service Within 3 working days
Inform customer in writing of findings as from date complaint is received Within 10 working days
Request for displacement / insulation of network ALL Request First Inspection from date of application Within 4 working days
Processing fee Writing to customer about the requested implications informing him/her of processing fees involved subject to planning and unforeseen constraints. Fees tabulated in Annex 1 Within 8 working days
Claim Send claim subject to payment of processing fees Between 15 and 30 working days
Execution Displacement of poles following payment of all claims, approval of site clearance and wayleave by CEB subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 15 and 60 working days


Notes

    • The time responses are not applicable in case of force majeure, for example in cases of cyclones, thunderstorm and lightning, flooding, riots, Tsunami, war, period of strikes, heavy/torrential rains as a result of climate change, industrial action, Government action etc.

    • The periods mentioned are not cumulative but concurrent

    • The impact of Covid19 on our people and process is unfortunately causing some undue delays in service