The Authority uses its powers to make formal legal determinations of customers disputes with electricity distribution and supply companies. Although each determination is intended to reflect the specific circumstances of each dispute and should not be taken as committing the Authority in relation to any other case, the Authority intends that electricity companies should apply the underlying principles to assist other customers with similar disputes. The Authority does not expect to have to make a series of repeat determinations in respect of similar cases. In order to help customers obtain a fair result in pursuing a similar complaint, the Authority has published a summary Guide to Determinations that describes typical problems that customers face and how these should be resolved in relation to the following areas:
Customer billing disputes
Failure to provide regular bills
Incorrect bill calculation
Provision of separate (multiple) meters
Landlords and tenants responsibilities for historic debts
The relocation of electricity company assets such as poles, sub-stations etc.
Disconnection of supply for non-payment