Lesotho Electricity and Water Authority (Resolution of Complaints for Water and Sewerage Services) Rules, 2013 (L. N. No. 102 of 2013).

The Rules, made by the Chairman of the Board of the Lesotho Electricity Authority under the Lesotho Electricity Authority Act 2002, shall apply to a complaint by the customer against licensee regarding services in the field of water supply and sewerage. Subject to the provision of these Rules, a customer has a right to lodge a complaint with the Authority. Upon receipt of the complaint and after satisfying itself that the complaint meets specified requirements, the Authority shall conduct its investigations and where it appears that the customer afforded the licensee an opportunity to resolve the matter, the Authority shall notify the licensee that a complaint has been referred for the Authority's adjudication and shall copy to the licensee the communication received from the customer in respect of such referral. Where it appears to the Authority at any time during or after its investigations that the complaint has not been considered or has not been considered adequately, it shall refer the complaint back to the licensee for reconsideration. If the compliant is not resolved by the licensee, the customer may refer the matter back to the Authority for determination.