Library / MIDSTREAM AND DOWNSTREAM PETROLEUM ANTI-COMPETITION AND CUSTOMER PROTECTION REGULATIONS, 2023

MIDSTREAM AND DOWNSTREAM PETROLEUM ANTI-COMPETITION AND CUSTOMER PROTECTION REGULATIONS, 2023

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9. (1) A licensee shall establish or facilitate the establishment of a forum at 
which customers are able to express their views and raise concerns. 
 
(2) The forum shall be held, at least, once every calendar year provided that 
the Authority may direct that the licensee hold additional forums during the 
year. 
 
(3) The licensee, shall prior to the commencement of the forum, notify the 
Authority of the date, time, mode (physical or virtual), venue, agenda and 
expected participants of the forum. 
 
(4) The licensee shall not later than 21 days after the conclusion of the forum 
submit a report to the Authority on the outcome of the forum. 
Establishme
nt 
of 
customer 
forum 
 
10. 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. 
Formulation 
of standards 
of 
performanc
e 
11. (1) A licensee shall develop customer service codes setting out the 
practices and procedures to be followed in the conduct of specified 
licenced 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 disconnection 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, and  
(h) the establishment of special services for economically or socially 
disadvantaged customers. 
 
Developme
nt 
of 
customer 
service 
codes