Dispute Resolution

CUSTOMER SERVICES > Dispute Resolution
 
NERSA VISION
 
To be a world-class leader in energy regulation.

MISSION
 
To regulate the energy industry in accordance with government laws, policies, standards and international best practice in support of sustainable development.

WHO IS NERSA?
 
Launched in 2005, the establishment of the National Energy Regulator of South Africa (NERSA) was a milestone in the efforts of the South African government to regulate the energy industry for sustainable energy use today and in the future. NERSA consists of competent regulators appointed by the Minister of Energy according to their technical expertise and good public standing.

NERSA’S ROLE
 
NERSA regulates the electricity, piped-gas and petroleum pipelines industries in South Africa. In terms of the National Energy Regulator Act, 2004 (Act No. 40 of 2004), NERSA sets national best practice standards for the general functioning and conduct of all role-players in the electricity, pipe-gas and petroleum pipelines industries. NERSA is also responsible for settling disputes in an impartial and transparent manner – its decisions can be challenged in court.

HOW CAN NERSA HELP YOU?
 
The Electricity Regulation Act, 2006 (Act No. 4 of 2006) mandates NERSA, among other things, to resolve disputes between suppliers of electricity and their customers, as well as between suppliers themselves.
If you were not happy with the way your supplier handled your complaint, NERSA can help you.

REMEMBER THAT YOUR FIRST POINT OF CALL SHOULD BE TO YOUR SUPPLIER (FOR EXAMPLE, YOUR MUNICIPALITY OR ESKOM)

 
COMPLAINTS?
 
NERSA handles many of the complaints that could arise with your supplier, including:
• Quality of supply
• Quality of service
• Billing
• Metering
• Tariffs

WHAT DO YOU NEED TO DO?
 
• Firstly, lodge your complaint with you supplier.
• If your complaint remains unresolved, phone, write or email NERSA’s Licensing, Compliance Monitoring and Dispute Resolution Department with all the relevant details of the complaints.
 
NERSA WILL HANDLE YOUR COMPLAINT CONFIDENTIALLY AND AS TIMEOUSLY AS POSSIBLE
 
HOW TO CONTACT NERSA?
 
Telephone: 012 401 4600
Fax:  012 401 4700
Email:  complaints@nersa.org.za
 
Postal Address
 
NERSA
PO Box 40343
Arcadia
Pretoria
0007

Physical Address
 
Kulawula House
526 Madiba Street
Arcadia
Pretoria
0083
 
 
 NERSA complaint form