Energy and Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) Rules, 2020 (G.N. 428 of 2020).

These Rules, made under section 40 of Energy and Water Utilities Regulatory Authority Act, govern the procedure related to the settlement of consumer complaints received by the Energy and Water Utilities Regulatory Authority (EWURA) in relation to the regulated sector and for other related matters. “Regulated sector” means electricity sub-sector, petroleum sub-sector, natural gas sub-sector, and water supply and sanitation sector. Any person may file a complaint against a regulated supplier in respect of any matter connected with the regulated services by completing and filing with the Authority the complaint form prescribed in the First Schedule. Also the the Energy and Water Utilities Regulatory Authority Consumer Consultative Council may lodge a complaint on behalf of any consumer. A party aggrieved by the decision of EWURA may appeal to the Fair Competition Tribunal.