Customer Service - Charter

Connection to the electricity supply and distribution grid where certain standards and conditions have been met.
Information regarding tariffs, available connection types, account balances etc.
Accurate, timely monthly invoice/statement.
Customer Care and pay points dealing with complaints and queries at the following towns: Swakopmund, Walvis Bay, Henties Bay, Omaruru, Usakos, Karibib, Uis, Arandis.

To encourage and achieve the highest possible degree of compliance with the Standard Conditions for the supply of electricity as set by the Electricity Control Board of Namibia, Electricity Act of Namibia, the standard conditions for the Supply of Electricity of Erongo RED and any National or International Standard that Erongo RED may institute.
To achieve this Erongo RED will determine the extent of compliance and the causes of non-compliance and shall take further action to correct the situation.

Personally we will:

By telephone we will:

Answer the telephone within three rings.
Identify ourselves by name.
Inform when you can expect a full response if we cannot resolve the query immediately.

In writing we will:

Acknowledge your letter within two working days.
Respond to all queries within seven working days.
Complete and respond to your query within thirty days if the complexity of the matter requires more time and information to be resolved satisfactorily.

To strive to adhere to Erongo RED’s Vision, Mission and Values.
To provide our services in line with the requirements of the Electricity Control Board.
To abide by this charter.
To take ownership and give feedback to customers.

To be honest and polite.
To give us accurate and complete information.
To comply with the relevant Act, Policies, Procedures of Erongo RED.
To complete your application accurately. To provide all the relevant details when completing any application form.
To give us a clear indication as to when you expect us to provide you with a certain connection.
To settle your account on or before the due date.
To inform us how you would like us to improve our services.

An application for service may not be done on behalf of another person. By not declaring that fact the person or persons applying for the service make themselves guilty of a punishable offence.
Applications on behalf of companies/institutions/organizations/Body Corporates/Closed Corporations must be signed by a director or a duly authorized representative or member and must bear the official stamp and designation of the person who signs the application form.
The company ‘s registration certificate, issued by the Registrar of Companies, founding statements in case of CC’s as well as a Business Certificate issued by the Health Department of the Municipality, or Village Council where connection is required, must accompany the application for service.
A means of identification e.g. ID, Passport, drivers license etc. must be produced with the application.
In the event of newly built structures, a copy of the Certificate of Compliance, Certificate of Completion from Erongo RED Inspectors, proof of ownership of the property must be handed in.
Owners of rental properties must enter into legal and binding rental agreements with the tenants and must take note of the conditions of supply as set out in the Application for Permanent Services.
Customers must complete an Application for the Disconnection of Services on vacating the premises as you remain liable for the basic charges and consumption of electricity until a completed disconnection form is received and processed.

Your full name, account number, erven number, postal address, telephone/fax or e-mail address, identification number, physical address, employer details.
Give us a clear description of the particular concern or requirement.