• Consumers have an obligation to provide relevant documentation in support of their complaints.
• A consumer alleges that ERB did not execute its mandate in a timely manner regarding resolving a complaint against a licensed fuel facility.
• The named complainant was duly assisted.
Energy Regulation Board (ERB) has reaffirmed its commitment of safeguarding energy consumers and ensuring that they get quality energy products and services on the local market.
In a statement, Board Manager-Public Relations Namukolo Kasumpa said the ERB is regrets an article making rounds on social media platforms where a consumer is alleging that the Board did not execute its mandate in a timely manner with regards to resolving a complaint against a licensed fuel facility operating in Ndola.
Ms. Kasumpa explained that contrary to the allegation, the named complainant was duly assisted in accordance with the mandate prescribed in the ERB Act Number 12 of 2019.
She added that the complaint was first received by ERB through its Copperbelt Regional office on 30th November last year indicating that the vehicle had developed a fault after being refueled at the named service station with fuel worth K320 and K850 on 24th and 25th November last year but that the consumer did not obtain receipts.
Ms. Kasumpa further said the Board had earlier received a complaint from another complainant against the same service station on 25th November, 2021.
She stated that based on the compliant, the Energy Regulator proceeded to institute an investigation into the matter on the same day, which ascertained that the samples collected had failed to meet the specifications as outlined in the petroleum quality standards and the said service station was directed to resolve the complaint and compensate the affected consumers.
“This was communicated to both complainants in writing on 10th December, 2021. The complainants were advised to provide relevant documentation in support of their claims. While the other complainant was compensated by the service station involved, the other’s claim delayed on account of a variation in the names on the documentation he submitted for the claim, but eventually completed when compensation was made on 17th February, 2022.”
“It must be emphasized that consumers have an obligation to provide relevant documentation in support of their complaints or claims in order to secure efficient resolution of their complaints,” Ms. Kasumpa advised.