If you are unhappy with services we have provided to you, or with any other aspect of our business, we want you to let us know, by making a complaint.
Step 1: How to complain
If you wish to make a complaint please let us have as much detail as you can about your problem, in order that we can properly understand and try to put it right. Your account number and ID card number are especially helpful relevant to the dispute
You may make a complaint:
- In person, at any of our offices;
- By sending us a letter;
- By sending us an email;
- By telephoning our Contact Centre;
- Through the ePortal self-service channel – www.electricity.com.om
For complaints received in person or on the telephone, we will acknowledge the complaint and provide you with a unique reference number immediately. For complaints received by letter or email, we will do this within one working day. The reference number will allow you to check the progress of your complaint by contacting any of our offices.
step 2 what we will We will do next ;
Immediately commence an internal investigation into your complaint. This will be carried out by trained complaint handling experts, who are there to ensure that each complaint is dealt with fairly and reasonably.
Where we have made a mistake we will also apologise to you.
We aim to resolve 95% of all complaints within 10 working days. In a very few cases it is not possible to resolve a complaint this quickly. If this applies in your case we will let you know why and will keep you informed of progress with our investigation. In this case we guarantee to respond to you within 30 working days from receipt of your original complaint. We will also ask you to let us know that you are happy with our response.
Step 3: If you are still unsatisfied
If you let us know that you are unhappy with our handling of your complaint or what we will do to put things right for you, please let us know. Your complaint will then be automatically sent to our Director of Customer Affairs for review. You may also contact him yourself. His contact details are on the back of this procedure.
The Director will immediately try to contact you to ensure that he understands what you are unhappy about. He will then carry out a further investigation and may suggest an alternative way of dealing with your problem. He will do this within a total of 40 working days from us receiving your original complaint. We will ask you if you are happy with his response.
step 4 Authority for Electricity Regulatio
This procedure has been approved by the Authority for Electricity Regulation in accordance with the terms of Condition 24 of our Distribution and Supply
If we have tried to resolve your complaint but were unable to put things right or explain them properly, or if we do not respond to you in time and you are still unhappy, you may ask the Authority for Electricity Regulation to consider the matter. The Authority will clearly explain its own procedures to you and has the legal power to determine your dispute and to enforce the terms of our Licence
You may contact the Authority by mail, telephone and email:
Authority of Electricity Regulation, Oman
P.O. Box 954
Postal Code 133, Al Khuwair
Sultanate of Oman
Tel: +968 24609700
Fax: +968 24609701
Website Address: www.aer-oman.org