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Download the Full Charter  []


In order to enhance the quality of electricity services by ZESCO, an Electricity Consumer Charter was developed after nationwide stakeholder consultations. Subsequently, the Charter was adopted and launched on 15th February 2007.

The key aspects of the process leading up to the development and features of the charter are as follows:
  • ERB recognised the need to develop a Charter aimed at protecting consumers and ensuring the obligations of the utility and the regulator are rightly stated;

  • The process began in 2004 when ERB informed ZESCO of its intention to begin work on the Charter under USAID sponsorship. Meetings were held with USAID, ERB & ZESCO to signal start of project. A series of public meetings were held in all provinces in two phases facilitated by HM Consulting of Lusaka;

  • ERB & ZESCO attended the country-wide consultation consultations undertaken by consultants, as observers;

  • Valuable information obtained during meetings and pointed to the fact that an energy information gap exists in Zambia;

  • The charter is an embodiment of obligations and rights of parties and their promise and commitment to uphold and to respect such rights and obligations;

  • It is not legally binding, but a pledge of trust and commitment among the regulator, utility and    consumer. There are pros and cons to both legally and non-legally binding charters. However, for the purposes of consumer education and efficacy in Zambia, the non-legally binding strategy is being employed;

  • Will help to strengthen relationship with consumers & consumer bodies as it will help educate the public about the concept of paying for electricity. It will be a constant reminder of the customer care pledge; and

  • The charter has been published in poster-size formats in English and seven main local languages and will be placed at strategic points to emphasise the utilityâââs commitment to good customer service.
Download the Full Charter  []

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