Section 18: Duty of licensee to customer

18. Duty of licensee to customer (1) A licensee who provides electricity service to a customer shall— (a) comply with the standards of customer service specified in his licence or as may be prescribed; (b) provide the customer with detailed information on the services offered; (c) install an accurate meter for the purposes of recording the consumption of the customer; (d) make timely billing and allow the customer not less than 15 days from the date of the bill to pay the charges; and (e) give prompt attention to any complaint from any customer. (1A) Notwithstanding subsection (1) (d), a licensee may, for the purpose of billing a customer, issue monthly bills in advance on a quarterly basis based on the average consumption of electricity of the preceding quarter. (2) A customer may appeal to the Authority where— (a) the licensee fails to respond to any complaint made to it under subsection (1); (b) the licensee fails to comply with the standards of customer service as provided under subsection (1). [Issue 2] E4 – 10 Revised Laws of Mauritius (3) The Authority may make such rules as it deems fit for the proper discharge of its duties under this section, including rules with respect to procedures and costs. [S. 18 amended by s. 8 (c) of Act 27 of 2008 w.e.f. 10 September 2008.]