Electricity Act [Chapter 13:19].

The Zimbabwe Energy Regulatory Authority is the authority established in 2011, and the Zimbabwe Energy Regulatory Authority Board, which substituted the Commission in 2011, shall perform the Commission functions with the following main objectives (i) establish and maintain efficient industry and market structures for electricity services, ensuring optimal resource utilization; (ii) maximize access to electricity services in both rural and urban areas; (iii) ensure an adequate supply of electricity to consumers; (iv) ensure fair pricing by licensees, balancing their financial needs with efficient operations; (v) maintain safety, security, reliability, and service quality in electricity production and delivery; (vi) ensure fair and balanced regulation for licensees, consumers, investors, and other stakeholders in the electricity industry. For these purposes, the Board performs functions like promoting competition, establishing standards, licensing and regulating electricity providers, advising stakeholders, mediating disputes, issuing guidelines, and undertaking actions necessary for fulfilling its objectives. All decisions and orders made by the Board must adhere to the following (i) include the rationale behind the decision or order; (ii) properly documented in writing; (iii) available to all parties involved and can be accessed by the public at reasonable times and places. Furthermore, any recommendation, declaration, decision, or order signed by the Board chairman is considered an official action, and its authenticity can be proven by producing a certified copy. The Board may hold a hearing into any matter, which under this Act or any other enactment it is required or permitted to consider or on which it is required or permitted to take any action (art.20). At Article 27 it is established that if there is any surplus of income over expenditure in the Electricity Account, at the end of the Authority’s financial year, the surplus shall be appropriated to the Rural Electrification Fund.
Part VIII deals with licenses for electricity services and outlines the terms, conditions, and procedures for regulating these licenses. Key points include (i) licenses are required for operating electricity undertakings exceeding 100 kW; (ii) licenses can be issued for various purposes, including generation, transmission, distribution, and supply; (iii) licensees must comply with license terms, regulations, and codes of conduct; (iv) licenses may be subject to renewal and amendment, with certain conditions and procedures; (v) the Board has the authority to enforce licenses, impose orders, and cancel licenses based on various criteria, including fraud, non-compliance, and financial instability. The Law details the legal framework for electricity licenses and the regulatory powers of the Board in managing these licenses. Furthermore, the Board has the authority to approve or fix electricity prices and tariffs for licensees. These prices and tariffs should enable efficient licensees to cover their costs, encourage improved efficiency, protect consumers, avoid discrimination, and reduce cross-subsidies. The Board may also differentiate prices based on consumption patterns and other factors affecting service costs. Fines or penalties imposed on licensees are not chargeable to customers.
Part IX regards the power of the Board to mandate licensees to create and submit various consumer protection and performance standards, including customer service, complaint handling, assistance for special needs customers, bill payment assistance, service application procedures, disconnection processes, and consumer information dissemination. The Board may establish model standards for these aspects, and they must be published. Additionally, licensees are required to develop performance standards for electricity supply services, the efficient use of electricity, and related codes and manuals. Part XI deals with the Offences.