Oshili Power: Retail Customer Complaints Handling Standard

At Oshili Power, we are committed to delivering exceptional service and ensuring our customers have a transparent and fair process for addressing concerns or complaints. We value your feedback and see it as an opportunity to improve our services. This Customer Complaints Handling Standard outlines the process we follow when a customer complaint is lodged in compliance with Namibian regulations.

1. Purpose

This document establishes the process and guidelines for handling, managing, and resolving customer complaints at Oshili Power. Our objective is to resolve any issues quickly, fairly, and transparently in accordance with Namibia’s applicable laws and best practices.

2. Scope

This Complaints Handling Standard applies to all customers of Oshili Power, including those engaged through Power Purchase Agreements (PPA) and any related energy services. It covers billing, service delivery, energy contracts, and other interactions with Oshili Power.

3. Principles

The following principles guide our approach to complaints handling:

  • Fairness: Complaints will be treated impartially, with both the customer’s and Oshili Power’s perspectives considered.
  • Transparency: We are committed to providing clear and understandable information about the complaints process.
  • Accessibility: Customers can lodge complaints through multiple channels, including email, telephone, and in-person visits to our offices.
  • Efficiency: Complaints will be handled promptly, focusing on providing swift resolutions.
  • Confidentiality: All customer complaints and personal information will be treated with the strictest confidence and in accordance with Namibian privacy laws.

4. Lodging a Complaint

Customers may lodge complaints using the following methods:

We encourage customers to provide as much detail as possible, including the nature of the complaint, dates, and any relevant documentation, to assist us in resolving the issue efficiently.

5. Acknowledgment of Complaints

Upon receiving a complaint, Oshili Power will:

  • Acknowledge receipt of the complaint within two business days.
  • Provide the customer with a reference number for tracking purposes.
  • Outline the next steps, including the expected timeframe for resolution.

6. Resolution Timeframes

Oshili Power aims to resolve all complaints quickly, typically within ten business days. However, more complex complaints may take longer, in which case the customer will be informed of the delay and given an updated timeframe for resolution.

7. Escalation Process

If a customer is unsatisfied with the initial response or resolution, the complaint may be escalated to a senior manager for further review. The customer will be informed of their right to escalate and how to do so.

8. External Dispute Resolution

If a complaint remains unresolved after escalation within Oshili Power, customers may refer it to the Electricity Control Board of Namibia (ECB) for independent review and resolution. Contact details for the ECB will be provided upon request.

9. Record Keeping and Reporting

Oshili Power maintains a log of all complaints received, including the details of the complaint, actions taken, and outcomes. This information is retained for at least five years, in line with Namibian data protection and consumer rights legislation.

10. Continuous Improvement

We regularly review complaints data to identify trends, assess our performance, and implement improvements in our customer service processes. Feedback from our customers is essential in helping us enhance the quality of our services.

11. Contact Us

If you have any questions regarding this Complaints Handling Standard or need further information, please get in touch with us at: