The Energy and Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) Rules, 2020
This section is the interpretation section for Part II on filing of complaint.
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About this statute
This section is the interpretation section for Part II on filing of complaint. This section concerns service of a summons to present a defence. This section is titled “Award against third party in default.” This section concerns amendment of a complaint and defence in the investigation and mediation process. Section 15 is headed “Issuance of award.”
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Provisions of The Energy and Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) Rules, 2020
Showing 85 of 85
- 3 Verify source ↗
Interpretation
AI-assisted research summary: This section is the interpretation section for Part II on filing of complaint.
3. Interpretation. PART II FILING OF COMPLAINT
Part
PART II
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Service of summons to present defence
AI-assisted research summary: This section concerns service of a summons to present a defence.
6. Service of summons to present defence. - 11 Verify source ↗
Award against third party in default
AI-assisted research summary: This section is titled “Award against third party in default.”
11. Award against third party in default. - 12 Verify source ↗
Amendment to complaint and defence
AI-assisted research summary: This section concerns amendment of a complaint and defence in the investigation and mediation process.
12. Amendment to complaint and defence. PART III INVESTIGATION AND MEDIATION PROCESS - 4 Verify source ↗
(1) Any person may file a complaint against a
AI-assisted research summary: People may file complaints to the Authority about regulated services, using the prescribed form or some other written/electronic form, and the Authority must review complaints received.
4.-(1) Any person may file a complaint against a regulated supplier in respect of any matter connected with the regulated services by completing and filing with the Authority the complaint form prescribed in the First Schedule. (2) Notwithstanding sub-rule (1), the Council or an authorized representative may, on behalf of any consumer, 5 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) lodge a complaint to the Authority. (3) Without prejudice to the requirement of sub-rule (1), a complaint may be form of correspondence, electronic or otherwise, which shall, upon receipt by the Authority, be reduced into writing by the Unit. in any other (4) Notwithstanding sub-rule (1), any person, or a group of person, may file to the Authority a group complaint, provided that- (a) a list of their names and signatures or thumb print are obtained and submitted to the Authority together with the complaint; and (b) minutes of the meeting resolving the filing of a representative complaint are obtained and submitted to the Authority together with the complaint. (5) Without prejudice to other provisions of this rule the Council may file with the Authority a complaint or any general complaint affecting public interest in the regulated sectors. (6) Complaints shall be lodged to the Authority either in English or Kiswahili languages. (7) Upon receipt of the complaints under this rule the Authority shall proceed evaluating the said complaint with a view to checking on its propriety and compliance with these Rules, the Act and sector legislation. (8) Where the Authority is satisfied that the complaint is in order it shall proceed processing the complaint as provided for under these Rules. Rejection of complaints
Part
PART III
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Issuance of award
AI-assisted research summary: Section 15 is headed “Issuance of award.”
15. Issuance of award. 1 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) - 16 Verify source ↗
Referral of complaint to Division
AI-assisted research summary: This section is titled “Referral of complaint to Division” and appears in Part IV, Hearing Procedures.
16. Referral of complaint to Division. PART IV HEARING PROCEDURES - 13 Verify source ↗
(1) The Authority shall, upon receipt of a
AI-assisted research summary: The Authority must investigate a complaint when the stated conditions are met, and it may require a regulated supplier to reconsider a complaint within 14 days.
13.-(1) The Authority shall, upon receipt of a defence from the respondent under rule 7 or a reply from the complainant, if any, or otherwise comes to the attention of the Authority that- (a) the complainant has an interest in the matter to which the complaint relates; and (b) the complaint is not frivolous or vexatious, investigate the matter. (2) Where it appears to the Authority at any time during or after the investigation that there exists a meritous complaint and that the regulated supplier has not considered the same, or has not considered it adequately, pursuant to the Act, sector legislation or a customer service charter, the Authority may require the regulated supplier to consider or reconsider the complaint within fourteen days. - 14 Verify source ↗
(1) The Authority shall, as part of investigation
AI-assisted research summary: The Authority must try to resolve complaints amicably within 60 days, and the Director must appoint a mediator to help the parties settle the matter.
14.-(1) The Authority shall, as part of investigation through the unit, attempt to resolve the complaint in an amicable manner within sixty days from the date of filing the complaint. (2) During mediation in sub-rule (1) the Director shall assign one official from the Authority to act as a mediator between the parties. (3) The mediator assigned to mediate the parties under sub-rule (2), shall strive to mediate the parties and in doing so, he may call for mediation meetings to such place and time as it may be agreed between the parties. (4) A settlement reached by the parties out of the mediation session under sub-rule (3), shall be reduced into writing in a form prescribed in the Third Schedule and shall be signed by the parties and a copy thereof shall be submitted by the mediator to the Authority for adoption. (5) The settlement reached under sub-rule (4) shall, upon adoption by the Authority, be deemed to be the award of the Authority. Issuance of award - 15 Verify source ↗
The Authority shall, after adoption of the
AI-assisted research summary: The Authority must prepare and issue the award to the parties after the settlement is adopted under rule 14(5).
15. The Authority shall, after adoption of the 11 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Referral of complaint to Division settlement under rule 14 (5) as its award, prepare and issue the said award to the parties. - 16 Verify source ↗
(1) Where at any stage during the sixty days
AI-assisted research summary: If the parties cannot settle amicably within the 60-day period, the Unit must refer the matter to the Division for hearing, and the Authority must notify the parties within 7 days after referral.
16.-(1) Where at any stage during the sixty days period described under rule 14 (1) it becomes clear that the parties cannot reach an amicable settlement, or where at the conclusion of the sixty days period no amicable solution has been reached, the Unit shall refer the matter to the Division for hearing. (2) The Authority shall, not later than seven days after the complaint has been referred to the Division under sub-rule (1), notify the parties using a summons prescribed in the Fourth Schedule that a complaint has been referred to the Division for hearing. (3) The notification described in sub-rule (2) shall be effected by- (a) personal delivery their representatives shall acknowledge receipt by signing and returning the notice to the Authority; the parties or the to and parties (b) registered mail with return receipt; or (c) publication in two newspapers of general circulation in Tanzania, one in English and another in Kiswahili, where the Authority has determined that- (i) there are the respondent is keeping out of the way for the purpose of avoiding the notification; to believe reasons that (ii) the notice cannot for any other reason be served in the ordinary way; or (iii) there is proof in writing from the local authority that efforts to serve the respondent were taken and that such efforts have failed due to reasons given under sub-paragraphs (i) and (ii). PART IV HEARING PROCEDURE Hearing procedure to be quasi-
Part
PART IV
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Hearing procedure to be quasi- judicial
AI-assisted research summary: The hearing procedure is quasi-judicial.
17. Hearing procedure to be quasi- judicial. - 22 Verify source ↗
Enforcement of award
AI-assisted research summary: This section is titled “Enforcement of award” and appears under appeal procedures.
22. Enforcement of award. PART V APPEAL PROCEDURES - 17 Verify source ↗
(1) Hearing proceedings under these Rules shall
AI-assisted research summary: Hearing proceedings under these Rules are quasi-judicial. A party may appear personally or through specified representatives, and a represented party must provide proof of authority.
17.-(1) Hearing proceedings under these Rules shall be quasi-judicial in nature. 12 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Judicial Cap. 33 (2) A party may appear either in person, represented by an advocate or its principal officer or an authorized representative. (3) Where a party appears by representation in accordance with sub-rule (2), the party shall be required to produce proof of authorization to represent, which shall include any of the following- (a) power of attorney; (b) an introduction letter bearing the signatures and passport size photographs of both the party represented and the representative; (c) letter of appointment as administrator or administratrix of the deceased’s estate; (d) proof that the person has been named by the party in the complaint form as a representative; (e) tenancy agreement where the interested party is a tenant; and (f) birth certificate or affidavit as proof of relationship where the complainant is a guardian or parent of a minor. (4) Suits by minors and persons of unsound mind shall be instituted in accordance with the procedure prescribed under Order XXI of the Civil Procedure Code. (5) During hearing, the Division may- (a) require any person to produce any document or information deemed relevant; (b) issue an interlocutory order upon a written application by either party; and (c) require the attendance of any person to give evidence and or produce any document that may be in his custody. (6) The oral evidence adduced by the parties during hearing shall be under oath or affirmation. (7) For the purpose of this rule, “hearing” means all the Authority’s determination, processes required for including: (a) any attempt to reconcile the parties; (b) oral and written submissions made by the parties; (c) examination of witnesses (d) discovery of documents; 13 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Failure to appear (e) tendering of exhibits; (f) visitation of the scene of incident; and (g) production of documents by order of the Authority. (8) Where these Rules are silent on any matter of procedure, the Division may regulate its own procedure. - 18 Verify source ↗
(1) Where neither party appears when the
AI-assisted research summary: If neither side appears at a complaint hearing, or if the complainant does not appear, the Authority may dismiss the complaint. If the respondent does not appear and the complainant applies, the Authority may order ex-parte proof. A party affected by dismissal or ex-parte order may apply in writing within 30 days to have it set aside.
18.–(1) Where neither party appears when the complaint is called for hearing, the Authority may make an order that the complaint be dismissed. (2) Where the complainant fails to appear when the complaint is called for hearing, the Authority may make an order that the complaint be dismissed. (3) Where the respondent fails to appear when a complaint is called for hearing and upon an application by a complainant, the Authority may make an order for ex-parte proof of the claims made by the complainant. (4) A party to whom a dismissal order has been made under sub -rule (1) or (2) or an ex-parte order has been made under sub –rule (3) may apply in writing to the Authority, within thirty days, for setting aside such dismissal or ex-parte order, and the Authority shall proceed on making decision to such Application. (5) In making a decision to the application under sub –rule (4) the Authority shall consider whether there are sufficient reasons in support of the application and it shall notify the parties about its decision. Adjournment - 19 Verify source ↗
(1) A party may, before or during hearing of a
AI-assisted research summary: A party may ask the Division to adjourn a complaint hearing before or during the hearing.
19.-(1) A party may, before or during hearing of a complaint apply to the Division for adjournment. (2) An application for adjournment referred to under sub-rule (1) may be made orally or in writing. (3) The Division may accept the application for an adjournment if it is satisfied that the applicant has sufficient reasons for applying for adjournment. (4) The Division may make determination on payment of costs of adjourning the hearing of complaint as it deems fit. Application to intervene - 20 Verify source ↗
(1) Any person who has an interest in the
AI-assisted research summary: A person with an interest in a complaint may apply to intervene before the hearing ends, and the application must include specified details.
20.-(1) Any person who has an interest in the complaint before the Authority may, at any stage before the 14 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) conclusion of the hearing, file an application to the Authority to intervene in the proceedings. (2) An application to intervene shall state: (a) the date the application is filed; (b) the number of the complaint; (c) the title of the hearing to which the application relates; (d) the name, postal and physical address of the intervener; (e) the address for service; (f) the concise statement of the matters in issue affecting the intervener; (g) the party whose position the intervener intends to support; and (h) the grounds and documents in support of the application. the (3) The Authority shall notify parties proceedings of the application and any party may file an objection within seven days upon receipt of notice of the application. to the (4) The Division shall ascertain whether prospective intervener is directly affected by the outcome of the hearing and whether his interest in the outcome is established. is satisfied the Division the (5) Where intervener has sufficient the application on such terms and conditions as it may deem fit. (6) Where the application is granted the intervener shall, within seven days, file a statement of intervention containing- that it shall grant interest (a) succinct presentation of the facts and arguments supporting the intervention; (b) reliefs sought; and (c) list of documents annexed and a copy of every document upon which the intervener relies. (7) The parties to the proceedings may, within seven days from the date of receipt of the notice under sub-rule (3), file to the Authority a reply to the statement of intervention jointly or separately. Decision of Authority - 21 Verify source ↗
(1) Upon
AI-assisted research summary: When the Authority receives the Division’s findings and recommendations, it must consider them and may issue one or more listed orders, including fines, refunds, dismissal, and other relief.
21.-(1) Upon receipt of findings and 15 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) recommendations of the Division, the Authority shall consider the recommendations and issue one or more of the following orders- (a) imposing to a guilty party a fine of not less than three million shillings or such amount as may be prescribed under the sector legislation; (b) requiring a party to supply regulated services on prescribed terms and conditions; (c) requiring a party to pay costs of another party or the hearing or of a person appearing at producing documents; (d) dismissing a complaint; (e) requiring specific performance; (f) setting up an escrow account; (g) appointing trustees; (h) making refunds; and providing such other relief as may be deemed reasonable and necessary. - 22 Verify source ↗
(1) Pursuant to section 35(1) of the Act, the
AI-assisted research summary: The award holder must apply to register the award in the High Court, using a covering letter and the award itself, subject to the limitation period in the Fifth Schedule.
22.–(1) Pursuant to section 35(1) of the Act, the award of the Authority shall be enforceable as an order of the High Court. (2) The award holder shall, subject to the period of limitation specified in Part II of the Fifth Schedule, apply for registration of the award to the High Court. (3) The application of registration of the award under sub-rule (2), shall be by way of a covering letter enclosing the award to be registered. (4) The High Court shall, after receipt of the application under sub-rule (3), proceed registering the said award as if the same has been issued under the Arbitration Act. (5) Notwithstanding the provisions of sub-rule (2), the Authority or the Council may, on behalf of the award holder, cause to be registered the award as provided for under sub-rule (3). PART V APPEAL PROCEDURES Enforcement of award Cap. 15 Appeal
Part
PART V
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Procedure for appeal
AI-assisted research summary: Section heading only: “Procedure for appeal” in Part VI (Limitation Periods).
25. Procedure for appeal. PART VI LIMITATION PERIODS - 23 Verify source ↗
A party aggrieved by the decision of the
AI-assisted research summary: A party aggrieved by the Authority’s decision under rule 21 may appeal to the Tribunal within 21 days after the award is delivered.
23. A party aggrieved by the decision of the 16 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Authority under rule 21, may within twenty-one days from the date of delivery of the award, appeal to the Tribunal. Grounds of appeal - 24 Verify source ↗
Subject to the provisions of the Act, the grounds
AI-assisted research summary: The Act says an appeal to the Tribunal may be based on specified grounds.
24.- Subject to the provisions of the Act, the grounds of appeal to the Tribunal may be as follows- (a) the award issued was not based on the evidence tendered; (b) the decision was made in an error in law; (c) the procedures or other statutory requirements applicable to the Authority were not complied with and the non-compliance materially affected the award; or (d) the Authority did not have power to make the award. Procedure for appeal - 25 Verify source ↗
Every appeal to the Tribunal under rule 23 shall
AI-assisted research summary: An appeal to the Tribunal under rule 23 must be filed as a memorandum of appeal.
25. Every appeal to the Tribunal under rule 23 shall be presented by filing memorandum of appeal. PART V1 LIMITATION PERIODS Dismissal of proceedings instituted after period of limitation
Part
PART VI
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Dismissal of proceedings instituted after period of limitation
AI-assisted research summary: This section concerns dismissal of proceedings started after the limitation period.
26. Dismissal of proceedings instituted after period of limitation. - 28 Verify source ↗
Exclusion of time of party’s absence from Tanzania
AI-assisted research summary: This section concerns excluding periods when a party is absent from Tanzania.
28. Exclusion of time of party’s absence from Tanzania. - 29 Verify source ↗
Exclusion of time of proceeding bona fide in court of incompetent
AI-assisted research summary: Time spent in a bona fide court proceeding in a court without jurisdiction is excluded.
29. Exclusion of time of proceeding bona fide in court of incompetent jurisdiction. - 30 Verify source ↗
Board may extend period of limitation
AI-assisted research summary: The Board may extend the period of limitation.
30. Board may extend period of limitation. PART VII GENERAL PROVISIONS - 31 Verify source ↗
(1) Where any party has been awarded the costs
AI-assisted research summary: A party awarded costs must lodge a bill of costs for taxation, the Director must tax it, and an aggrieved person may appeal to the Fair Competition Tribunal.
31.-(1) Where any party has been awarded the costs and wishes to recover the costs which he has been awarded under these Rules, he shall lodge a bill of cost for taxation and the Director shall tax such bill accordingly. (2) The bill of costs, under sub-rule (1), the bill of costs shall be filed to the Authority and shall be in the form prescribed under the Advocates Remuneration and Taxation for Costs Rules, 2015. (3) Any person who is aggrieved by the decision of the Director under sub-rule (1) may appeal to the Fair Competition Tribunal. Application - 32 Verify source ↗
All applications to be made under these Rules
AI-assisted research summary: Applications under these Rules must be made as a letter to the Authority stating the reasons for the application.
32. All applications to be made under these Rules shall be in form of a letter addressed to the Authority stating the reasons in support of the said application. 18 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Issuance of compliance orders General penalty Authority to supplement procedures Revocation of GN. No. 10 of 2013 - 33 Verify source ↗
At any stage during hearing and where the
AI-assisted research summary: During a hearing, if the Division is satisfied a person has breached or may breach the Act or sector legislation, the Authority may issue a compliance order or other necessary directives.
33. At any stage during hearing and where the Division is satisfied that a person has breached or is likely to breach the provisions of the Act or sector legislation, the Authority may issue a compliance order subject to section 39 of the Act or such other directives as it may deem necessary. - 34 Verify source ↗
Any person who contravenes any provisions of
AI-assisted research summary: Any person who breaks these rules, where no specific penalty is already set, can be fined three million shillings if convicted.
34. Any person who contravenes any provisions of these rules for which no specific penalty is prescribed shall on conviction, be liable to a fine of three million shillings. - 35 Verify source ↗
Where procedures are not provided for in these
AI-assisted research summary: If these Rules do not provide a procedure, the Authority may take whatever steps are necessary and allowed by the Act and applicable law to adjudicate the matter effectively.
35. Where procedures are not provided for in these Rules, the Authority may do whatever is necessary and permitted by the Act and the applicable law to enable it to effectively and completely adjudicate on any matter before it. - 36 Verify source ↗
(1) The Energy and Water Utilities Regulatory
AI-assisted research summary: The 2013 EWURA Complaints Handling Procedure Rules are revoked, but existing awards, orders, and directives made under them continue in force until they are set aside, reversed, revoked, expire, or otherwise stop having effect.
36.-(1) The Energy and Water Utilities Regulatory Authority (Complaints Handling Procedure) Rules, 2013 are hereby revoked. (2) Notwithstanding the revocation of the Energy and Water Utilities Regulatory Authority (Complaints Handling Procedure) Rules, 2013 all awards, orders or directives made or issued or deemed to have been made or issued under those Rules shall be deemed to have been made under these Rules, and shall remain in force until set aside, reversed, revoked or otherwise expire or cease to have effect. _______ SCHEDULES _______ 19 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ___________ FIRST SCHEDULE ___________ (Made under rule 4(1)) THE ENERGY AND WATER UTILITIES REGULATORY AUTHORITY (EWURA) COMPLAINT FORM (1) Details of the Complainant: Name: _________________________________________________________- ______________ Name _________________________________________ Representative of (where applicable): Address: ________________________________________________________________ ___ Account Customer applicable):______________________________________ Number (where Physical _____________________________________________________________ Address: City:_________________________________________________- _____________________ Telephone: ________________________________________________________________ _ Mobile ___________________________________________________________ Telephone: E- mail:____________________________________________________________ _________ 20 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) (2) Details of the Respondent: Name:__________________________________________________________ ___________ Address: ________________________________________________________________ ___ Physical Address_________________________________________________________ ____ City: ________________________________________________________________ ______ Office ____________________________________________________________ Telephone: Mobile ___________________________________________________________ Telephone: E-mail: ________________________________________________________________ _____ (3) Nature of the Complaint (a separate sheet may be used): ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ _________________________________________ 21 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ _____ (4) Reliefs sought ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________ (5) Has the Complainant tried to resolve the complaint directly with the Respondent? Yes No If yes, explain steps taken and results: ________________________________________________________________ ______________ (6) Has the Complainant sought legal redress from any other institution? Yes No If yes, provide the name of the institution and details of the redress sought (a separate sheet may be used): ________________________________________________________________ _____________ 22 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) (7) Have the copies of all relevant documents been attached? Yes No If yes, itemize the list: (a separate sheet may be used) _____________________________________________- ________________________________ (8) Any other relevant information: (9) I hereby declare that all the facts and information given in the application are correct to the best of my knowledge. Signature of the Complainant/Principal Officer of the Complainant Date______________________________________ Day Month Year For Authority’s Use Only Date No:__________________________________ Received:_________________________File 23 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) 24 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ___________ JEDWALI LA KWANZA ___________ (Limetengenezwa chini ya kanuni ya 4(1)) MAMLAKA YA UDHIBITI WA HUDUMA ZA NISHATI NA MAJI (EWURA) FOMU YA MALALAMIKO (1) Maelezo ya Mlalamikaji: _________________________________________________________- Jina: ______________ Jina __________________________________________________ Mwakilishi (Kama la Yupo): Anuani: ________________________________________________________________ ______ Namba ipo):____________________________________________ Huduma ya ya Mteja (Kama Anuani _____________________________________________________________ ya Makazi: Mji:_________________________________________________- _________________________ Simu: ________________________________________________________________ _______ Simu ya ____________________________________________________________ Mkononi: Anuani Barua ya Pepe:___________________________________________________________ 25 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) (2) Maelezo ya Mlalamikiwa: Jina:___________________________________________________________- ______________ Anuani: ________________________________________________________________ _____ Anuani ya Makazi__________________________________________________________ ___ Mji: ________________________________________________________________ ________ Namba _________________________________________________________ Simu ya ya Ofisi: Simu ya _____________________________________________________________ Mkononi: Anuani ___________________________________________________________ Barua ya Pepe: (3) Maelezo ya Malalamiko (Karatasi ya Ziada inaweza tumika): ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ 26 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ______________________________________________ (4) Nafuu Zinazoombwa ________________________________________________________________ __________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________ (5) Je Mlalamikaji amechukua hatua zozote za kutatua malalamiko haya na Mlalamikiwa? Ndio Hapana Kama ndio, taja hatua alizochukua na matokeo ya hatua hizo: ________________________________________________________________ ______________ ________________________________________________________________ __________ ________________________________________________________________ ______________ ________________________________________________________________ _____________ ________________________________________________________________ ___________ (6) Je Mlalamikaji amefikisha malalamiko yake katika taasisi nyingine kwa lengo la kupata msaada? Ndio 27 Hapana Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Kama ndio, taja jina la taasisi husika, nafuu zilizoombwa na matokeo husika (Karatasi ya ziada inawezakutumika): ________________________________________________________________ _____________ ________________________________________________________________ ______________ ________________________________________________________________ ______________ ________________________________________________________________ ______________ ________________________________________________________________ ______________ ________________________________________________________________ ______________ (7) Je nyaraka zote muhimu kwenye shauri hili zimeambatanishwa? Ndio Hapana Kama ndio zitaje: (Karatasi ya Ziada inawezakutumika) _____________________________________________- ________________________________ ________________________________________________________________ ______________ ________________________________________________________________ ______________ (8) Maelezo mengine yeyote muhimu kwenye shauri hili: ________________________________________________________________ _____________ 28 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ________________________________________________________________ ______________ (9) Nathibitisha kwamba maelezo yote yaliyotolewa kwenye malalamiko haya ni kweli tupu kwa ufahamu wangu. ___________________ Saini ya Mlalamikaji/Ofisa Mkuu wa Mlalamikaji Tarehe______________________________________ Siku Mwezi Mwaka Kwa Matumizi ya Mamlaka tu: Tarehe Faili:____________________________ Iliyopokelewa:___________________Namba ya 29 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) _____________ SECOND SCHEDULE _____________ (Made under rule 6 (1)) ____________ THE ENERGY AND WATER UTILITIES REGULATORY AUTHORITY (EWURA) Complaint Number………………….. TO: …………………………………………. …………………………………………. ………………………………………….
Part
PART VII
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Revocation
AI-assisted research summary: This section is a revocation heading and identifies the rules as made under section 40.
37. Revocation. 2 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ___________ SCHEDULES ___________ THE ENERGY AND WATER UTILITIES REGULATORY AUTHORITY ACT (CAP. 414) _______ RULES _______ (Made under section 40) _______ THE ENERGY AND WATER UTILITIES REGULATORY AUTHORITY (CONSUMER COMPLAINTS SETTLEMENT PROCEDURE) RULES, 2020 PART I PRELIMINARY PROVISIONS Citation Application
Part
PART I
- 1 Verify source ↗
These Rules may be cited as the Energy and
AI-assisted research summary: These Rules may be cited by the short title given in the text.
1. These Rules may be cited as the Energy and (Consumer Water Utilities Regulatory Authority Complaints Settlement Procedure) Rules, 2020. - 2 Verify source ↗
These Rules shall govern the procedure related to
AI-assisted research summary: These Rules set the procedure for settling consumer complaints received by the Authority about the regulated sector.
2. These Rules shall govern the procedure related to the settlement of consumer complaints received by the Authority in relation to the regulated sector and for other related matters. Interpretation Cap. 414 - 3 Verify source ↗
In these Rules, unless the context otherwise
AI-assisted research summary: This section defines key terms used in the Rules.
3. In these Rules, unless the context otherwise requires: “Act” means the Energy and Water Utilities Regulatory Authority Act; 3 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) "Authority" means the Energy Regulatory Authority provisions of the Act; and Water Utilities the established under “authorized representative” means a person duly authorized by the complainant or the respondent to represent him in the conduct of the complaint and the term shall include the Council; “Award holder” means the party to a complaint to whom a decision has been given in its favour under rule 15 or rule 21; “Board” means the Board of Directors of the Authority established under the provisions of the Act; “complainant” means a person who has filed a complaint to the Authority pursuant to the provisions of these Rules; “complaint” means material facts of the matter or act complained by the complainant, in respect of the supply, possible supply or purported supply of regulated services and specifying the reliefs sought; the Energy and Water Utilities Regulatory Authority Consumer Consultative Council established under section 30 of the Act; “Council” means “Customer Service Charter” means a document prepared by a regulated supplier and approved by the Authority setting out, inter alia, the procedure of receiving and settling complaints; “Director” means the director responsible for legal affairs of the Authority and shall be the taxing master; “Director General” means the Chief Executive Officer of the Authority; “Division” means the division of the Authority responsible for hearing of complaints and it shall have the composition as follows: (a) Director responsible for legal services in the Authority or his representative who shall be the Chairperson; (b) Director of the relevant division of the Authority arose or his complaint the under which representative; (c) Director responsible for regulatory economics of the Authority or his representative; and 4 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Cap. 287 Cap. 288 (d) Legal Officer of the Authority who shall be the Secretary; “local authority” shall have the meaning ascribed to it under the Local Government (District Authorities) Act, and the Local Government (Urban Authorities) Act respectively; “mediator” means an officer of the Authority who is assigned to mediate the parties under rule 14; “Minister” means the Minister responsible for the Authority; “regulated sector” means electricity sub-sector, petroleum sub-sector, natural gas sub-sector, and water supply and sanitation sector; “regulated services” means any goods or services supplied or offered for supply in a regulated sector and includes goods or services which the Authority declares to be of such goods or services under section 40 (4)(a) of the Act; “regulated supplier” means any person engaging in activities or in connection with a regulated sector and includes any person whom the Authority declares under section 40 of the Act to be a supplier; “respondent” means any regulated supplier against whom a complaint is filed; “sector legislation” shall have the meaning ascribed to it under the Act; Cap. 285 “Tribunal” means the Fair Competition Tribunal established under the Fair Competition Act; and PART II FILING OF COMPLAINT Filing of complaints
Part
Schedule.
- 5 Verify source ↗
(1) The Director General may reject a complaint
AI-assisted research summary: The Director General may reject a complaint on specified grounds, and the Authority must tell the complainant in writing within seven days if it is rejected.
5.-(1) The Director General may reject a complaint filed under rule 4 where: (a) it discloses no cause of action; (b) it is time barred; (c) it is pending before any court, arbitration or quasi-judicial body; tribunal, (d) it does not fall under the Act or sector legislation; (e) the complainant has no locus standi; or (f) it is found to be frivolous or vexatious. (2)The Authority shall, in the event of rejection 6 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) under sub -rule (1), within seven days from the date of decision inform the complainant in writing about such rejection. (3) The rejection of the complaint under these Rules shall not on its own, bar the complainant from presenting a fresh complaint in respect of the same cause of action subject to fulfillment of the requirements of the law. (4) A complainant aggrieved by the decision of the Director General under sub-rule may apply for a review of the said decision in accordance with section 27 of the Act. Service of summons to present defence - 6 Verify source ↗
(1) The Authority shall, not later than seven days
AI-assisted research summary: The Authority must direct the respondent to present a defence within seven days after the complaint is evaluated and accepted, and the summons must be served in one of the listed ways.
6.-(1) The Authority shall, not later than seven days after evaluating and accepting the complaint under rule 4(8), direct the respondent using the summons prescribed in the Second Schedule to present his defence. (2) The summons under this rule shall be served to the respondent by: (a) personal delivery to the respondent or his representative who shall acknowledge receipt by signing and returning the summons to the Authority; (b) registered mail with return receipt; or (c) publication two newspapers of general circulation in Tanzania, one in English and another in Kiswahili where the Authority has determined that: in (i) there are reasons to believe that the respondent is keeping out of the way for the purpose of avoiding the service; (ii) the summons cannot for any other reason, be served in an ordinary way; and (iii)there is proof in writing from the local authority the that efforts respondent were taken and that such efforts have failed due to reasons given under sub- paragraphs (i) and (ii). to serve (3) The complainant shall be served with the copy of the summons to be served to the respondent under sub-rule (1). Defence to complaint - 7 Verify source ↗
(1) The respondent shall, not later than twenty
AI-assisted research summary: The respondent must file a defence to the complaint with the Authority within 21 days after receiving the summons, and the defence must address allegations specifically rather than generally.
7.-(1) The respondent shall, not later than twenty- 7 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) one days after receipt of the summons in rule 6, present to the Authority a defence to the complaint which may include a counterclaim or claim for set-off. (2) The respondent shall not in his defence, deny generally the grounds alleged by the complainant, but shall deal specifically with each allegation of fact of which he does not admit according to his knowledge. (3) Where the respondent denies an allegation of fact in the complaint, he shall not do so evasively, but answer the point of substance. (4) Every allegation of fact in the complaint, if not denied specifically or by necessary implication, or stated not to be admitted in the defence by the respondent, shall be taken to be admitted; Provided that, the Authority may at its discretion, require any fact so admitted to be proved otherwise than by such admission. (5) Where a respondent fails to present a defence as required under sub-rule (1), it shall be deemed that the respondent has waived his right to appear and participate in the proceedings and the Authority shall proceed with the hearing ex-parte. (6) Notwithstanding sub-rule the respondent may, by way of a letter, apply to the Authority for an order to set aside the ex-parte order within the time prescribed under these Rules. (5) above, Reply to defence - 8 Verify source ↗
After receipt of the defence from the respondent
AI-assisted research summary: After receiving the respondent’s defence, the complainant may prepare and submit a reply to the Authority within seven days.
8. After receipt of the defence from the respondent as provided under rule (6), the complainant may prepare and submit to the Authority a reply thereto within seven days after receipt of such defence. Third party procedure - 9 Verify source ↗
(1) Where in any complaint the respondent
AI-assisted research summary: A respondent may ask the Authority for permission to issue a third party notice, and the third party must file a defence within 21 days after service if it wants to dispute the claim or liability.
9.–(1) Where in any complaint the respondent claims against any person not a party to the complaint- (a) any contribution or indemnity; or (b) any relief or remedy relating to or connected with the subject matter of the complaint and substantially the same as a relief or remedy claimed by the complainant, the respondent may apply to the Authority to present a third party notice. 8 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) (2) An application under sub-rule (1) shall be in writing and shall state: (a) nature of the claim made by the complainant in a complaint; (b) stage which the proceedings in the complaint have reached; (c) nature of the claim made by the applicant against the the complainant’s claim against the applicant; and third party and relation its to (d) the name and address of the third party. (3) Upon receipt of the application under this rule, and where the Authority is satisfied that the respondent’s claim against the third party is in respect of a matter referred to in sub-rule (1) and that, having regard to all the circumstances of the complaint, it is reasonable and proper to grant leave to the respondent to present a third party notice, the Authority shall, upon such terms and conditions, grant leave to the respondent to present a third party notice. (4) Every third party notice shall state: (a) nature of the complainant’s claim against the respondent; (b) nature of the respondent’s claim against the third party; (c) reliefs claimed by the respondent against the third party; (d) period within which the third party may present his defence; and (e) consequences of the failure by the third party to present his defence within such period. (5) The Authority shall cause to be served a copy of a third party notice presented to it on the third party and a Complainant. (6) Procedure for service of summons under rule 6(2) shall apply mutatis mutandis to service of notice under this rule. (7) Where a third party notice has been served on the third party, the third party shall, if he wishes to dispute the claim in the complaint against the respondent presenting the third party notice or his own liability to the respondent, within twenty-one days of the service of the third party notice, present to the Authority his defence. 9 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Directions Award against third party in default Amendments to complaint and defence - 10 Verify source ↗
Where a third party has presented a defence, the
AI-assisted research summary: If a third party has raised a defence, the Authority must set a date for directions and may then decide how the liability issue will be tried or make another order if it is not satisfied.
10. Where a third party has presented a defence, the Authority shall fix a date for the giving of directions and may on such date, if satisfied that there is a proper question to be tried as to the liability of the third party in respect of the claim made against him by the respondent, order the question of such liability to be tried in such manner, at or after the trial of the complaint, as the Authority may direct or, if the Authority is not so satisfied, make such order as the nature of the complaint may require. - 11 Verify source ↗
(1) Where a third party
AI-assisted research summary: If a third party misses the defence deadline or fails to appear for directions, the respondent may apply ex parte to the Authority for an award; the Authority may issue an award against the third party.
11.-(1) Where a third party- (a) makes default in presenting his defence within the time prescribed under rule 9 (7); or (b) having presented a defence, makes a default in appearing on the date fixed for the giving of directions, respondent against whom a third party notice issued may apply ex-parte to the Authority for an award against the third party in respect of any contribution, indemnity or relief claimed in the notice. (2) The Authority may, on application for the respondent in sub-rule (1) and on ex-parte proof by the respondent of his claim against the third party, issue an award against the third party as the nature of the complaint may require. - 12 Verify source ↗
(1) A complainant or respondent may, upon
AI-assisted research summary: A complainant or respondent may seek to amend a complaint, defence, or reply, if they show sufficient cause, and the other party must have a reasonable chance to respond before the hearing.
12.–(1) A complainant or respondent may, upon providing sufficient cause, be allowed to amend a complaint, defence or reply, as the case may be, provided the other party is afforded an opportunity to make a response thereto within a reasonable time prior to the hearing. (2) A complainant or respondent who intends to apply for amendment to a complaint, defence or reply to the defence under sub-rule (1), may do so by writing to the Authority. (3) A complainant or respondent shall, upon being allowed to amend a complaint, defence or reply as the case may be, amend such a complaint, defence or reply within the prescribed time as the Division may determine. 10 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) PART III INVESTIGATION AND MEDIATION PROCEDURES Investigation of complaint Mediation
Part
PART V1
- 26 Verify source ↗
(1) Subject to the provisions of these Rules,
AI-assisted research summary: A proceeding started after the applicable limitation period must be dismissed, even if limitation was not raised as a defence.
26.-(1) Subject to the provisions of these Rules, every proceeding described in the second column of the Fifth Schedule of these Rules and which is instituted after the period of limitation prescribed opposite thereto in the third column, shall be dismissed whether or not limitation has been set up as a defence. (2) Where, after the institution of a complaint, a person is made a party thereto, either as a complainant, respondent, third party or interested party, the complaint shall, as regards such person, be deemed to have been instituted on the date on which he is made a party. Accrual of cause of action - 27 Verify source ↗
(1) The period of limitation prescribed under
AI-assisted research summary: The limitation period starts when the right of action accrues, and a new period starts continuously for a continuing breach or continuing wrong.
27.-(1) The period of limitation prescribed under these Rules in relation to any proceeding shall, commence from the date on which the right of action for such proceedings accrues. (2) The right of action in respect of any proceeding 17 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) shall accrue on the date on which the cause of action arises. (3) Where there is a continuing breach of contract or a continuing wrong independent of a contract a fresh period of limitation shall begin to run at every moment of the time during which the breach or the wrong, as the case may be, continues. Exclusion of time of party’s absence from Tanzania - 28 Verify source ↗
In computing the period of limitation prescribed
AI-assisted research summary: When calculating a limitation period for a complaint or application, time spent while the party is absent from Tanzania is excluded. The Board may extend the limitation period.
28. In computing the period of limitation prescribed for any complaint or application, the time during which the party has been absent from Tanzania shall be excluded. Exclusion of time of proceeding Bona fide in court without jurisdiction Board may extend period of limitation - 29 Verify source ↗
In computing the period of limitation under these
AI-assisted research summary: When calculating the limitation period, time spent by the complainant in a court that could not hear the matter because of a jurisdictional defect or similar reason is excluded.
29. In computing the period of limitation under these Rule, the time during which the complainant has been undertaking, proceeding in a court which, from defect of jurisdiction or other cause of a like nature, is incompetent to entertain it, shall be excluded. - 30 Verify source ↗
Where the Board is of the opinion that it is just
AI-assisted research summary: The Board may, by Order, extend the time limit for a complaint if it thinks this is just and equitable.
30. Where the Board is of the opinion that it is just and equitable so to do, may, by Order extend the period of limitation in respect of any complaint for a period not exceeding one-half of the period of limitation prescribed by these Rules for such complaint. PART VI GENERAL PROVISIONS Taxation for costs GN. No. 264/2015
Part
JEDWALI LA KWANZA
- 2 Verify source ↗
………………………………………………
AI-assisted research summary: The respondent must send EWURA a written reply and supporting documents within 21 days and serve a copy on the complainant.
2. ……………………………………………… RESPONDENT - - SUMMONS TO FILE A DEFENCE TAKE NOTICE .................................................(''the Complainant'') of P.O. Box ........................................... has lodged a complaint against you at EWURA, details of which are attached herewith. that Mr./Ms./Dr. PURSUANT to rule 6 (6) of the Energy and Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) Rules, GN. No………..… You are required to submit to EWURA, within twenty one (21) days from the date of this notice, a written reply to the complaint together with all relevant documents you will rely upon in support of your defense. Copy of the reply should be served to the Complainant. TAKE FURTHER NOTICE that failure to submit a reply within the stipulated period above will imply that you have waived your right to be heard and 30 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) EWURA shall proceed determining the matter in your absence as provided for in GN. No. …………. GIVEN with stamp of EWURA this………. day of ……………………….. 20…… ................................................................................................. DIRECTOR GENERAL/SECRETARY TO THE BOARD COPY TO BE SERVED UPON: ……………………………………. ……………………………………. ……………………………………. ……………………………………. 31 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ___________ JEDWALI LA PILI ___________ (Limetengenezwa chini ya kanuni ya 6(1)) MAMLAKA YA UDHIBITI WA HUDUMA ZA NISHATI NA MAJI (EWURA) Malalamiko Namba………… KWA: ……………………………………………. ……………………………………………. …………………………………………….
Part
JEDWALI LA PILI
- 2 Verify source ↗
…………………………….…………………
AI-assisted research summary: The respondent must file a defence with supporting evidence within 21 days and give a copy to the complainant.
2. …………………………….………………… Mlalamikiwa - - WITO WA KUWASILISHA UTETEZI UNATAARIFIWA KUWA Bw./Bi./Bibi./Dkt. .............................................wa S. L. P. ................................ (“Mlalamikaji”) amewasilisha malalamiko yake hapa EWURA dhidi yako, nakala ya fomu ya malalamiko na nyaraka alizowasilisha zimeambatanishwa kwa rejea. KWA MUJIBU wa kanuni ya 6 (6) cha Kanuni za Taratibu za Kutatua Migogoro za EWURA [The Energy and Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) Rules, GN. No…………., unatakiwa kuwasilisha majibu dhidi ya hoja zilizotolewa na Mlalamikaji pamoja na vielelezo vyote muhimu utakavyotumia katika utetezi wako ndani ya siku ishirini na moja (21) tokea tarehe ya kuandikwa kwa waraka huu hii. Mlalamikaji apewe nakala ya majibu yako. 32 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ZINGATIA KUWA kushindwa kuwasilisha utetezi wako ndani ya muda uliotajwa hapo juu kutakuondolea haki yako ya kusikilizwa na EWURA itaendelea kufanya uamuzi katika shauri hili kwa kuzingatia hoja za upande mmoja kama ilivyoanishwa katika Tangazo la Serikali Na……………….. IMETOLEWA mwezi……………………….. mwaka 20…….. na muhuri wa EWURA leo tarehe………….ya …………………………………………………………………. MKURUGENZI MKUU/KATIBU WA BODI YA EWURA NAKALA KWA: …………………………………. …………………………………. 33 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) __________ THIRD SCHEDULE __________ (Made under rule 14 (4)) THE ENERGY AND WATER UTILITIES REGULATORY AUTHORITY (EWURA) SETTLEMENT FORM (This form should be filled in by all the parties and each party shall retain one copy and the other copy shall be submitted to the Authority) - 1
AI-assisted research summary: This line asks for the name of the complainant(s).
1.1 Name of the Complainant(s): ............................................................................................ - 1
AI-assisted research summary: This section is a form field asking for the respondent’s name.
1.2 Name of the Respondent (s): ............................................................................................ - 1
AI-assisted research summary: The provision asks for the name of any third party.
1.3 Name of the Third Party (if any): …………………………………………………… - 1
AI-assisted research summary: This item asks for the name of the intervener, if any.
1.4 Name of the Intervener (if any): …………………………………………………… - 1
AI-assisted research summary: This section is a form field for the complaint number.
1.5 Number of the Complaint: ………............................................................................... - 1
AI-assisted research summary: Section heading referencing the date of filing a complaint to EWURA.
1.6 Date of Filing the Complaint to EWURA: .................................................................... - 1
AI-assisted research summary: This section is titled “Nature of the Complaint.”
1.7 Nature of the Complaint: ............................................................................................ ……………………………………………………………………….………… ……………….. …………………………………………………………………….…..………… ……………… 34 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) - 2
AI-assisted research summary: This entry asks for the date or dates of the mediation meeting.
2.1 Date (s) of the mediation meeting: ………………………………………………….. - 2
AI-assisted research summary: This section is a blank field for stating the place of the mediation meeting.
2.2 Place of the mediation meeting: ……………………………………...…………… - 2
AI-assisted research summary: This section refers the reader to the annex sheet for the participants’ names and signatures.
2.3 Names of the participants (See the names and signature of the participants in the annex sheet) - 2 Verify source ↗
Provision
2.4 What are the terms and conditions of the settlement? The parties hereto have agreed as follows; ................................................................................................................................ ....................... ................................................................................................................................ ...................... ................................................................................................................................ ....................... ................................................................................................................................ ....................... ................................................................................................................................ ...................... ................................................................................................................................ ....................... ................................................................................................................................ ..................... ................................................................................................................................ ...................... ................................................................................................................................ ...................... ................................................................................................................................ ..................... ................................................................................................................................ ...................... ................................................................................................................................ ...................... ................................................................................................................................ ....................... ................................................................................................................................ ....................... ................................................................................................................................ ....................... 35 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ................................................................................................................................ ...................... ................................................................................................................................ ...................... ................................................................................................................................ ....................... ................................................................................................................................ ....................... VERIFICATION - 3
AI-assisted research summary: The complainant or representative must verify that the form information is true and matches the parties’ agreement.
3.1 I,…………………….…….…….., Complainant/ Complainant’s Representative (a donee, administrator, executor, administratrix or executrix) hereby verify that all the information contained in this form are true and the same reflects what the parties hereto have agreed. being the Name: …………………………….…… Signature: ………..…….…………… Date: …………………………….. - 3
AI-assisted research summary: The respondent or principal officer must verify that the form information is true and matches what the parties agreed.
3.2 I,………………………….……….., being the Respondent/ Principal Officer hereby verify that all the information contained in this form are true and the same reflects what the parties hereto have agreed. Name: …………………………….…… Signature: ………..…….…………… Date: …………………………….. - 3
AI-assisted research summary: The Third Party or the Third Party’s representative must verify that the information in the form is true and matches what the parties agreed.
3.3 I,……………………….……….., being the Third Party/ Third Party’s Representative (a donee, administrator, executor, administratrix or executrix) hereby verify that all the information contained in this form are true and the same reflects what the parties hereto have agreed. Name: …………………………….…… Signature: ………..…….…………… Date: …………………………….. - 3
AI-assisted research summary: The intervener or the intervener’s representative must verify that the form information is true and matches the parties’ agreement.
3.4 I,……………………….……….., being the Intervener/ Intervener’s Representative (a donee, administrator, executor, administratrix or executrix) hereby verify that all the information contained in this form are true and the same reflects what the parties hereto have agreed. 36 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) Name: …………………………….…… Signature: ………..…….…………… Date: …………………………….. - 3
AI-assisted research summary: The mediator must verify that the information in the form is true and matches what the parties agreed.
3.5 I,……………………..….……….., being the Mediator in this matter hereby verify that all the information contained in this form are true and the same reflects what the parties hereto have agreed. Name: …………………………….…… Signature: ………..…….…………… Date: …………………………….. 37 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) MAMLAKA YA UDHIBITI WA HUDUMA ZA NISHATI NA MAJI (EWURA) FOMU YA MUAFAKA (Fomu hii ijazwe na pande zote na kila upande upate nakala moja na nakala inayobaki iwasilishwe EWURA) - 1
AI-assisted research summary: This section is a form prompt for the names of the complainant and the respondent.
1.2 Jina la Mlalamikaji: ............................................................................................................... Jina la Mlalamikiwa: ............................................................................................................ - 1
AI-assisted research summary: This item asks for the name of an alternate respondent, if there is one.
1.3 Jina la Mlalamikiwa Mbadala (Kama yupo): ……………………………………………… - 1
AI-assisted research summary: This is a form field asking for the name of the respondent/applicant to be joined, if there is one.
1.4 Jina la Mlalamikiwa Mwombaji Kuunganishwa (Kama yupo): ………………..………… - 1 Verify source ↗
5 Namba ya Malalamiko
AI-assisted research summary: This text only labels a section as the complaint number; it does not state a rule.
1.5 Namba ya Malalamiko: ......................................................................................................... - 1 Verify source ↗
6 Tarehe ya Kuwasilisha Malalamiko
AI-assisted research summary: This section is titled “Date for Filing Complaints” and references EWURA.
1.6 Tarehe ya Kuwasilisha Malalamiko EWURA....................................................................... - 1 Verify source ↗
7 Aina ya
AI-assisted research summary: This section is a heading for “Aina ya Malalamiko” (type of complaints).
1.7 Aina ya Malalamiko.............................................................................................. ................. ……………………………………………………………………….… ………………….. …………………………………………………………………….…..… ………………… - 2 Verify source ↗
1 Tarehe ya Kikao cha Upatanishi
AI-assisted research summary: This section is titled “Tarehe ya Kikao cha Upatanishi” (date of the mediation meeting).
2.1 Tarehe ya Kikao cha Upatanishi: …………………………………………………….. 38 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) - 2 Verify source ↗
2 Mahali Kikao Kilipofanyika
AI-assisted research summary: This section is a heading for the place where the meeting was held.
2.2 Mahali Kikao Kilipofanyika: ………………………………………...…………… - 2 Verify source ↗
3 Majina ya Waliohudhuria kikao cha Upatanishi (Angalia Kiambatisho
AI-assisted research summary: This section is about the names of people who attended the mediation session, with names and signatures in an appendix.
2.3 Majina ya Waliohudhuria kikao cha Upatanishi (Angalia Kiambatisho cha Majina na Sahihi) - 2
AI-assisted research summary: The text appears to ask what conditions apply to a settlement by mediation, but no substantive terms are shown in the visible provision.
2.4 Je Upatanishi umefikiwa kwa masharti gani? Pande husika zimekubaliana yafuatayo; ..................................................................................................................... .................................. ..................................................................................................................... ................................. ..................................................................................................................... .................................. ..................................................................................................................... .................................. ..................................................................................................................... ................................. ..................................................................................................................... .................................. ..................................................................................................................... ................................ ..................................................................................................................... ................................. ..................................................................................................................... ................................. ..................................................................................................................... ................................ ..................................................................................................................... ................................. ..................................................................................................................... ................................. ..................................................................................................................... .................................. ..................................................................................................................... .................................. ..................................................................................................................... .................................. ..................................................................................................................... ................................. 39 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ..................................................................................................................... ................................. ..................................................................................................................... .................................. ..................................................................................................................... .................................. - 3 Verify source ↗
1 Mimi,…………………….……….., nikiwa ni Mlalamikaji/Mwakilishi
AI-assisted research summary: The claimant or claimant’s representative confirms that the form is accurate and records the agreement reached by the parties in the dispute.
3.1 Mimi,…………………….……….., nikiwa ni Mlalamikaji/Mwakilishi wa Mlalamikaji (Mrithi/mnufaika, msimamizi wa mirathi pale ambapo kuna wosia au la) nathibitisha kwamba yote yaliyoandikwa katika Fomu hii ni sahihi na kwamba haya ndio makubaliano yaliyofikiwa kati ya pande husika katika mgogoro huu. Jina:…………………………….………… Saini:…………………..………………… Tarehe:…………………………….. - 3 Verify source ↗
2 Mimi,………………………………..……..,
AI-assisted research summary: The signatory states that the information in the form is correct and that it reflects the agreement reached by the relevant parties.
3.2 Mimi,………………………………..…….., ni Mlalamikiwa/Afisa Mkuu nathibitisha kwamba yote yaliyoandikwa katika Fomu hii ni sahihi na kwamba haya ndio makubaliano yaliyofikiwa kati ya pande husika. nikiwa Jina:............................................................... Saini:…………..……………………… Tarehe:…………………………….. - 3 Verify source ↗
3 Mimi,………………………………..…….., nikiwa ni Mlalamikiwa
AI-assisted research summary: The alternate respondent or their representative states that the form is correct and that it reflects the agreement reached by the relevant parties.
3.3 Mimi,………………………………..…….., nikiwa ni Mlalamikiwa Mbadala (Thrid Party)/Mwakilishi wa Mlalamikiwa Mbadala (Mrithi/mnufaika, msimamizi wa mirathi pale ambapo kuna wosia au la) nathibitisha kwamba yote yaliyoandikwa katika Fomu hii ni sahihi na kwamba haya ndio makubaliano yaliyofikiwa kati ya pande husika. Jina:............................................................... Saini:…………..……………………… Tarehe:…………………………….. - 3 Verify source ↗
4 Mimi……………………………………, nikiwa ni Mtu anayeingilia
AI-assisted research summary: The intervener/mrepresentative confirms the information in the form is correct and that it reflects the agreement reached by the two parties.
3.4 Mimi……………………………………, nikiwa ni Mtu anayeingilia kati (Intervener/mwakilishi wa anayeingilia kati katika mgogoro huu nathibitisha kwamba yote yaliyoandikwa katika Fomu hii ni sahihi na 40 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) kwamba haya ndiyo makubaliano yaliyofikiwa kati ya pande mbili husika katika mgogoro huu. Jina:............................................................... Saini:…………..……………………… Tarehe:…………………………….. - 3 Verify source ↗
5 Mimi,…………………………….., nikiwa ni patanishi katika mgogoro
AI-assisted research summary: The mediator certifies that the form is accurate and that it reflects the agreement reached by the parties.
3.5 Mimi,…………………………….., nikiwa ni patanishi katika mgogoro huu nathibitisha kwamba yote yaliyoandikwa katika Fomu hii ni sahihi na kwamba haya ndio makubaliano yaliyofikiwa kati ya pande husika. Jina: .............................................Saini..................................................... Tarehe: ………………………………………….………. 41 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) ____________ FOURTH SCHEDULE ____________ (Made under rule 16 (2)) SUMMONS TO APPEAR IN THE DIVISION OF THE ENERGY AND WATER UTILITIES REGULATORY AUTHORITY AT …………… Complaint Number: ……... / 20…… To: …………………………………….. ……………………………………. ……………………………………. - 2 Verify source ↗
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AI-assisted research summary: This notice tells the parties that a complaint has been scheduled for hearing and requires attendance and evidence submission before EWURA.
2. ………………….…………… - - COMPLAINANT RESPONDENT NOTICE OF DATE OF HEARING in………………District……………… Region, TAKE NOTICE that the above complaint has been fixed for hearing at………….. the …………………day of …………… 20……………... at 10:00 hours before the ENERGY AND WATER UTILITIES REGULATORY AUTHORITY DIVISION. on YOU ARE hereby required to appear in person or by an authorized representative without fail and submit to the other party and EWURA all evidence you intend to rely on in defending your case before …………. day of ………………20…... You may also wish to bring witnesses if any. GIVEN with the stamp of EWURA this ……….day of ……….………20…. ................................................................................................. DIRECTOR GENERAL/SECRETARY TO THE BOARD 42 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) KATIKA DIVISHENI YA MAMLAKA YA UDHIBITI WA HUDUMA ZA NISHATI NA MAJI (EWURA), YA..................................... Malalamiko Namba:………….../20............... Kwa: …………………………………… …………………………………… …………………………………… - 2 Verify source ↗
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AI-assisted research summary: The person notified must attend the hearing, bring any witnesses, and give copies of defence documents to the other side and EWURA before the stated date.
2. …………………………….………………… Mlalamikiwa - - NOTISI YA KUSIKILIZA MALALAMIKO UNATAARIFIWA KWAMBA malalamiko tajwa hapo juu yatakuja kwa ajili ya kusikilizwa mbele ya DIVISHENI YA MAMLAKA YA UDHIBITI WA HUDUMA ZA NISHATI NA MAJI, katika ukumbi wa ………………….. ya………………….. Mkoa wa…………………… mnamo wilaya saa…………………….. tarehe……………………………………. UNAAMRIWA kufika wewe mwenyewe au mwakilishi wako pasipo kukosa katika muda, siku na eneo tajwa hapo juu na pia kuwasilisha kwa upande wa pili pamoja na EWURA, nakala ya nyaraka zote utakazozitumia katika utetezi wa shauri lako. Nakala hizo zifikie upande wa pili pamoja na EWURA kabla ya tarehe ……………………………….Unaelekezwa pia kuja na mashahidi wako, kama unao, utakaowatumia katika kutetea shauri lako. IMETOLEWA mwezi……………………….. mwaka 20…….. na muhuri wa EWURA leo tarehe………….ya …………………………………………………………… MKURUGENZI MKUU/KATIBU WA BODI YA EWURA 43 Energy And Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) GN NO. 428 (Contd) _____________ FOURTH SCHEDULE _____________ (Made under rule 26 (1)) LIMITATION PERIODS PART I COMPLAINTS S/N NATURE OF COMPLAINT PERIOD OF LIMITATION Twenty-four months Twenty-four months 1 2 3 4 5 6 7 8 of assessment Unlawful disconnection of service Improper Billing/improper connection costs Failure or refusal to connect the service Sell or supply of Specification Petroleum Products Seven days Six months Sell or supply of Petroleum Product above the Cap Price Poor quality of service Damage to property as a result of supply of regulated service Other Twenty-four months Thirty-six months Twenty-four months Twelve months PART II APPLICATIONS S/N NATURE OF APPLICATION PERIOD OF LIMITATION 1 2 3 Application to set aside an ex-parte Order or an order of dismissal Thirty days Application for registration of the Award at the High Court in terms of Rule 22 Twelve months Other Thirty days Dodoma, NZINYANGWA E. MCHANY 19th May, 2020 Director General 44
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The Energy and Water Utilities Regulatory Authority (Consumer Complaints Settlement Procedure) Rules, 2020
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