ERONGO RED CUSTOMER SERVICE CHARTER CONTENT VISION Electricity for all by 2020. MISSION To distribute and supply affordable, reliable and accessible electricity to all in the Erongo region.
SERVICE 4 COMPLAINTS 5 VALUES Integrity SERVICE APPLICATION 6 Accountability PAYMENTS 7 Commitment Customer Focus QOS STANDARDS 8 Empowerment SUPPLY TIMINGS 11 Teamwork SERVICE STANDARDS 12 METER READINGS & BILLS 14 FORCED INTERRUPTIONS 15 INTERRUPTIONS PER YEAR 16 CONTACT US 18
2nd edition © 2019. COMPLAINTS
PERSONALLY WE WILL:
• See / meet you within the agreed time.
BY TELEPHONE WE WILL:
• Answer the telephone within less than three rings. • Identify ourselves by name. • Inform you 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. SERVICE • Complete and respond to your query within thirty days if the complexity of the matter requires more time and information in order for it to be resolved satisfactorily. • Connection to the electricity supply and distribution grid where certain standards and • Strive to adhere to Erongo RED’s Vision, Mission and Values. conditions have been met. • Provide our services in line with the requirements of the Electricity Control Board. • Information regarding tariffs, available connection types, account balances etc. • Abide by this charter. • Accurate, timely, monthly invoice/statement. • Take ownership and give feedback to customers. • Customer Care and pay points dealing with service applications, complaints, queries DQGUHFHLSWLQJRISD\PHQWVDWWKHUHVSHFWLYHRI¿FHVDVLQGLFDWHGLQWKLVFKDUWHU WHAT WE EXPECT FROM YOU:
STANDARDS TO BE MAINTAINED: • To be honest and polite. • To give us accurate and complete information. • To encourage and achieve the highest possible degree of compliance with the • To comply with the relevant Act, Policies, Procedures of Erongo RED. Standard Conditions for the Supply of Electricity as set by the Electricity Control • To complete your application accurately. Board of Namibia, Electricity Act of Namibia, the standard conditions for the Supply • To provide all the relevant details when completing any application form. of Electricity of Erongo RED and any National or International Standard that Erongo • To give us a clear indication as to when you expect us to provide you with a certain RED may institute. connection. • To achieve this, Erongo RED will determine the extent of compliance and the causes • To settle your account on or before the due date. of non-compliance and shall take further action to correct the situation. • To inform us on how you would like us to improve our services. PAYMENTS
PAYMENT METHODS:
a) At any Erongo RED pay-point in cash or cheque only b) Direct banking c) Internet banking d) Debit order
INTERNET BANKING & FNB DIRECT DEPOSITS Bank: First National Bank Branch: Walvis Bay Account name: Erongo RED (Pty) Ltd Branch number: 28-21-72 SERVICE APPLICATION Account number: 62103311156 ABSENCE OF A LOCAL FNB BRANCH: • An application for service may not be done on behalf of another person. By not Bank: Bank Windhoek declaring the fact that the person or persons applying for the service make themselves Branch: Walvis Bay guilty of a punishable offence. Account name: Erongo RED (Pty) Ltd • Applications on behalf of companies/institutions/organisations/body corporate/closed Branch number: 48-18-72 corporations must be signed by a director or duly authorised representative or Account number: 8000630203 PHPEHUDQGPXVWEHDUWKHRI¿FLDOVWDPSDQGGHVLJQDWLRQRIWKHSHUVRQZKRVLJQV the application form. EX-NAMPOWER CUSTOMERS: • 7KHFRPSDQ\¶VUHJLVWUDWLRQFHUWL¿FDWHLVVXHGE\WKH5HJLVWUDURI&RPSDQLHV Bank: Bank Windhoek IRXQGLQJVWDWHPHQWVLQFDVHRI&&¶VDVZHOODVD%XVLQHVV&HUWL¿FDWHLVVXHGE\WKH Branch: Walvis Bay Health Department of the Municipality, or Village Council where connection is Account name: Erongo RED (Pty) Ltd required, must accompany the application for service. Branch number: 48-18-72 • $PHDQVRILGHQWL¿FDWLRQHJ,'SDVVSRUWGULYHUVOLFHQFHHWFPXVWEHSURGXFHGZLWK Account number: 8000615611 the application. • ,QWKHHYHQWRIQHZO\EXLOWVWUXFWXUHVDFRS\RIWKH&HUWL¿FDWHRI&RPSOLDQFH When making direct payments or internet payments ensure that: &HUWL¿FDWHRI&RPSOHWLRQIURP(URQJR5(',QVSHFWRUVSURRIRIRZQHUVKLSRIWKH property. • Your account number (in full) appears as the transaction reference. • Owners of rental properties must enter into legal and binding rental agreements with • When making direct deposits, internet payments or multiple account payments with the tenants and must take note of the conditions of supply as set out in the Application one deposit, the details must be faxed to the correct fax number (appearing on your for Permanent Services. account). Quotation Guaranteed Guaranteed ERONGO RED Current Type Standard Standard Standard
[ !N9$ 09 Amps (41 kVA (budget quote only) kVA) Meter installation and 1 week N/A 2 days supply only – rural Service connection on 1 week N/A urban LV network Service connection on 2 weeks N/A rural LV network Connection requiring LV 3 weeks 3 weeks N/A works on urban network Connection requiring MV 4 weeks 6 weeks 8 weeks works on urban network Connection requiring MV 4 weeks 6 weeks 8 weeks QOS STANDARDS works on rural network • QOS standards details • Quotation times
Quotation Guaranteed Guaranteed ERONGO RED Current Type Standard Standard Standard
[ !N9$ 09 Amps (41 kVA (budget quote only) kVA) Meter installation and 1 day N/A 1 day supply only – urban SUPPLY TIMINGS
ERONGO RED Quotation Guaranteed Guaranteed Guaranteed Current Type Standard Standard Standard Standard
[ !N9$ 09 !N9$ Amps (41 (budget kVA & MV kVA) quote only) Meter installation and 1 week N/A N/A 2 days supply only – urban Meter installation and 2 weeks N/A N/A 1 week supply only – rural Service connection on 2 weeks 4 weeks N/A urban LV network Service connection on 2 weeks 4 weeks N/A rural LV network Connection requiring LV 6 weeks 8 weeks N/A works on urban network Connection requiring MV 8 weeks 10 weeks N/A works on urban network Connection requiring MV 6 months 6 months Agreement works on rural network Connection requiring MV works 6 months Agreement Agreement on rural network Measure Overall ERONGO RED Service of Standard Guaranteed Current Activity Service (Recommended Standard Standard Standard Practice) Response Resolve Response Resolve
20% & written – 20% & written – respond in 4 weeks respond in 1 5 weeks 1 week week Changes Payment Changes Payment effected enquiries 100% effected enquiries 100% within 31 one-stop within 31 days one-stop days Changes Changes Meter reading Meter reading effected effected queries 5 days queries 10 days within 31 within 31 days days Customer requests All fault reports moving / not resolved Time to Apply continuity changing: telephonically respond & of supply meters, are referred to resolve standards street the dispatcher lights or within 1 hour SERVICE STANDARDS tariffs All emergency 2 hour urban reports acted on 6 hour rural Measure Overall immediately ERONGO RED Service of Standard Guaranteed Time to Current Penalty Activity Service (Recommended Standard Handling respond Written reply Standard payments Standard Practice) of claims and within 1 week within 31 days Response Resolve Response Resolve resolve To be given to Time to 80% one-stop 50% one-stop Notice of Time in Customer the affected respond & without 4 weeks without 4 weeks planned advance complaints customers at N/A resolve referral referral interrup- to give least 48 hours in tions notice 20% & written – 50% & written – advance respond in 4 weeks respond in 4 5 weeks 1 week week
Quality of Quality Quality of supply Quality of supply related of supply related NRS048 supply NRS048 NRS048 NRS048
Time to 80% one-stop 80% one-stop Customer respond & without 1 day without 1 day enquiries resolve referral referral METER READINGS & BILLS FORCED INTERRUPTIONS
Frequency ERONGO ERONGO ERONGO Metering / Guaranteed Guaranteed Guaranteed Percentage of meter RED Current Urban Rural RED Current RED Current Billing Standard Standard Standard of Interruptions readings Standard Standard Urban Standard Rural
30% (overall APPLICATION URBAN RURAL URBAN RURAL 1.5 hours 3 hours 3 hours 24 hours standard)
Frequency All supplies Once every Once every Once every Once every of meter 60% (overall up to 100 kVA 4 months 4 months 4 months 4 months 3.5 hours 7 hours 6 hours 6 hours readings standard)
All supplies Once every Once every Once every Once every 90% (overall above 100 kVA month month month month 7.5 hours 15 hours standard)
Time from Timing billing to due 14 14 14 14 98% (overall 12 hours 24 hours of bills date for days days days days standard) payment
Once per Once per Once per Once per 100% (guaranteed Billing cycle 24 hours 48 hours month month month month standard) TOWN VENDOR NAME CONTACT DETAILS INTERRUPTIONS PER YEAR Walvis Bay Omega Shell Garage Johan 064 206 713 Makarios Mini Market & Walvis Bay Gerhard Snyders 081 148 8028 1 2 2 2 2 2 2 2 2 Take Away Category Walvis Bay Alfa Service Station Johan Theron 064 205 987 of network Planned Interruptions Forced Interruptions Underground Underground Overhead distribution Overhead distribution Walvis Bay Pick n Pay Supermarket Ismael 064 205 911 distribution distribution No. Time No. Time No. Time No. Time Swakopmund Engen Truck Port Adel/Jens 064 416 00 Urban Swakopmund W&B Stores Coastal Janet/Uno 064 415 517 established 4/y 24h/y 2/y 16h/y 12/y 32h/y 4/y 24h/y Swakopmund/ Woermann Brock Sally 064 415 501 Urban Walvis Bay developing 6/y 48h/y 4/y 24h/y 24/y 120h/y 6/y 48h/y Arandis Arandis Puma Service Josephine 064 510 101 Rural overhead 6/y 48h/y NA NA 24/y 120h/y NA NA Henties Bay Henties Bay Spar Johan 064 500 130 (<=33kV) OK Value Yamunyoko, 064 500 516 Henties Bay Reinhold Omdel 081 719 2104 CUSTOMER SERVICE AND PAY POINTS Karibib OK Grocer Foods Engela / Bernard 064 550 133 Karibib Wilson Supermarket Rosalie 081 234 7741 The physical addresses for pay points, electricity applications and queries, for Erongo Omaruru Lucky 7, Checka Pu Jacka Jack Nakashole 081 206 2399 RED’s respective regions, are listed below: Omaruru Omaruru Spar Dalee Doeses 064 570 209 Omaruru AGRA Omaruru Jack 064 571 481 Henties Bay Erf 602, Jakkalsputs Road Uis One Stop Butchery Kephas Gariseb 081 280 7844 Omaruru Erf 83, Wilhelm Zeraua Str Usakos Engen Service Station Colin 064 530 026 Arandis Erf 1102, Hospital Street, Arandis Usakos New Addition No.2 Juliane Joseph 064 530 592 Usakos Erf 52 A, Goede Str Spitzkoppe Spitzkoppe Vendor A Maletzky 081 249 2875 Karibib Erf 90, Park Str Okombahe Okombahe Vendor Harold Tjongarero 081 340 5400 Uis Erf 246, Bo Dorp Omatjete Omatjete Contact Winkel Oscar Kauteza 081 223 5091 Central: Apex Building/Park at Smith Swakopmund Otjohorongo Contact Avenue, Erf 662 Otjohorongo Oscar Kauteza 081 223 5091 Winkel Mondesa: Shoprite Complex at c/o Otjimbingwe General August Nangolo & Independence Str. Erf 520 Otjimbingwe Ingrid Ngunovandu 081 214 8764 Dealer Erongo RED Building, 91 Hage Giengob Street, Walvis Bay Walvis Bay Tubussis Tubussis Immanuel Xoagub 081 3100 782 1DUUDYLOOH 2OG3RVW2I¿FH%XLOGLQJ(UI Mobi Cash Pay- Sedrik von Turah 061 245 554 15, c/o Flamingo & Kruis Str ment Solution Kuisebmund: Erf 909, 122 Nathaniël NetVend Meter- Carusoe Van der Merwe 061 424 9550 Maxuilili Street, Kuisebmund ing Solutions Sandulela Tele- Allan Hiebner +27 21 425 0948 coms Tusk Mobile Julia Shea 061 301 454 NOTES
CONTACT USUS
IF YOU HAVE ANY FURTHER COMPLAINTS OR SUGGESTIONS REGARDING OUR SERVICES, PLEASE CONTACT OR ADDRESS ALL CORRESPONDENCE TO TOTHE THE OFFICE OFFICE OF OFTHE THE CHIEF CHIEF EXECUTIVE EXECUTIVE OFFICER: OFFICER:
Erongo Regional Electricity Distributor Company (Pty) Ltd (Erongo RED) PO Box 2925 Walvis Bay Namibia Telephone: + 264-64-201-9000264-64-214-600 Facsimile: + 264-64-201-9001264-64-214-601 Or the Erongo RED Call Centre at 0819600 (Toll free number) [email protected] 2nd edition © 2019. 2nd edition © 2019. ERONGO RED CUSTOMER SERVICE CHARTER
CONTACT US: ERONGO REGIONAL ELECTRICITYELECTRICITY DISTRIBUTOR DISTRIBUTOR (Pty) (Pty) Ltd. Ltd
HEAD OFFICE HEAD OFFICE: Tel: +264 (0) 64 214 600 | +264 (0) 64 214 601 Tel: + 264 (0) 64 201 9000 | + 264 (0) 64 201 9001 Email: [email protected] Email: [email protected]: www.erongored.com Web: www.erongored.com