Oshili Power: Complaints Handling Standard

At Oshili Power, we are committed to delivering our customers sustainable, high-quality energy services. As part of our commitment to excellence, we strive to ensure that all customer feedback, including complaints, is handled efficiently, fairly, and in accordance with Namibian law. This Complaints Handling Standard outlines our process for managing and resolving complaints, ensuring transparency and customer satisfaction at every step.

1. Purpose

This document establishes Oshili Power’s process for handling customer complaints, providing a clear, structured, and transparent approach to resolving issues in compliance with Namibian regulations. Our objective is to maintain trust with our customers by addressing concerns promptly and professionally, in line with the Namibian Consumer Protection Act and the Electricity Control Board (ECB) regulations.

2. Scope

This Complaints Handling Standard applies to all current and prospective customers of Oshili Power, including those with Power Purchase Agreements (PPA) and other energy-related services. It covers any billing, service delivery, energy supply, contract terms, and customer service complaints.

3. Our Commitment to Customers

At Oshili Power, we are guided by the following principles:

  • Transparency: We provide clear information on the process, timelines, and resolution methods.
  • Fairness: All complaints will be addressed impartially, ensuring a fair outcome for all parties.
  • Accessibility: Customers can lodge complaints through various channels to ensure easy access.
  • Confidentiality: All information regarding the complaint and the customer’s details will be handled in accordance with Namibian privacy laws and will remain confidential.
  • Timeliness: We aim to resolve complaints quickly, keeping customers informed of progress throughout.

4. Lodging a Complaint

Customers can complain using any of the following methods:

To help resolve the issue swiftly, we encourage customers to provide detailed information, including relevant account numbers, service details, and a clear description of the issue.

5. Acknowledgement and Initial Response

Once a complaint is received, Oshili Power will:

  • Acknowledge receipt of the complaint within two business days.
  • Provide a reference number for the complaint to track its progress.
  • Inform the customer of the next steps in the resolution process and the expected timeframe for resolving the issue.

6. Resolution Timelines

We aim to resolve all complaints within ten business days. If the matter requires more time, we will inform the customer of the delay and provide an updated resolution timeframe. Complaints requiring additional investigation or coordination with third parties (e.g., NamPower or local municipalities) may take longer to resolve.

7. Escalation Process

If a customer is unsatisfied with the initial response or the resolution of their complaint, they may request an escalation to a Senior Manager. The customer will be given clear instructions on how to escalate their complaint and the steps to follow.

8. External Review and Dispute Resolution

Suppose a complaint remains unresolved after internal escalation. Customers may refer the issue to the Electricity Control Board of Namibia (ECB), an independent regulator overseeing Namibia’s electrNamibia’sustry. Contact details for the ECB will be provided to the customer upon request.

9. Record Keeping and Reporting

Oshili Power will keep a detailed log of all complaints, including the nature of the issue, steps taken to resolve it, and the outcome. This data will be retained for a minimum of five years in accordance with Namibian law. Our records assist in identifying recurring issues and driving continuous improvement in our service delivery.

10. Continuous Improvement

At Oshili Power, we view complaints as an opportunity to improve our services. Regular reviews of complaint data are conducted to identify trends, ensure our processes remain effective, and enhance the overall customer experience. We are committed to learning from our customers and adjusting to maintain our position as a trusted energy provider.

11. Customer Support and Contact Information

For any further assistance or inquiries related to this Complaints Handling Standard or other service-related issues, please contact us: