Library / Midstream and Downstream Petroleum Operations Regulations 2025
Midstream and Downstream Petroleum Operations Regulations 2025

Page 55 of 82
B 2157
124. A licensee shall formulate and adhere to standards of performance
necessary to ensure the safety, reliability and quality of supply and distribution
services to customers.
125.—(1)  A licensee shall develop customer service codes, setting out the
practices and procedures to be followed in the conduct of its activities and
ensure strict adherence to them.
(2)  Customer service codes shall include codes governing —
(a)  installation, testing, maintenance and reading of meters;
(b)  fault repairs and response to customer emergencies;
(c)  connection and dis-connection of customers;
(d)  responding to customer complaints and complaint resolution;
(e)  billing and invoicing;
(f )  extension of payment and credit facilities;
(g)  provision of information to customers and the use and protection of
customer information;
(h)  the establishment of special services for economically or socially
disadvantaged customers; and
(i)  any other matter the Authority may require.
126.  Customer service codes shall be approved by the Authority prior to
publication and shall be reviewed at intervals as directed by the Authority.
127.  A licensee shall —
(a)  notify customers of applicable customer service codes that shall be
adhered to; and
(b)  make available to customers, the service codes, upon request.
128.  A licensee or permit holder shall prepare and submit reports to the
Authority indicating its performance levels and status of its operations in respect
of its activities at least once every year, or at such other intervals as the Authority
may prescribe.
129.  The licensee shall establish and maintain a customer service desk for
the purpose of receiving complaints from its customers in respect of its operations.
130.  The Authority shall —
(a)  receive complaints relating to pricing, product quality, service delivery
and billing practices from customers with grievances against licensees and
permit holders in midstream and downstream petroleum operations;
(b)  maintain a directory of complaints brought before it; and
(c)  investigate complaints received and claims made against licensees and
permit holders in midstream and downstream petroleum operations.
Standards of
performance
Customer
service codes
Authority to
approve
customer
service codes
Duty to
notify
customers of
customer
service codes
Submission
of reports
Establishment
of customer
service desk
Power to
receive and
investigate
complaints