Customer Complaints Handling Procedures
Stage OneIf you have a problem, please contact the electricity supplier. The company will receive your complaint immediately and will reply to you normally within 10 business days.
Companies Contact Information
Muscat Electricity Distribution 800 70008
Mazoon Electricity Company 800 77771
Majan Electricity Company 800 78000
Dhofar Energy Company 800 77700
Rural Areas Electricity Company 800 77787
Satisfied?
No? Move to Stage Two
Yes
Stage TwoIf you are not satisfied please inform the electricity company. Your complaint will be forwarded to the Customer Services Manager who will in turn respond to you within 40 business days of receipt of your original complaint.
Satisfied?
No? Move to Stage Three
Yes
Stage ThreeIf you are still not satisfied you can refer your complaint to the Authority. We have the legal powers to consider and adjudicate your complaint. You may contact us at any time for further advice on these procedures.
Satisfied?
No? Move to Stage Four
Yes
Stage FourIf the Authority issues the decision to dismiss the complaint, you are entitled to appeal it to the court within 30 days. If you decide to do so, please contact Commercial Circuit in the Muscat Preliminary Court.
Complaint Resolved
Before you submit a complaint
Before submitting a complaint to the Authority, please review the frequently asked questions, the Authority publications, your electricity supplier publications and approved codes and to follow the Customer Complaint Handling Procedure.
What types of complaints can we help you with?
Any other issue related with electricity sector
Following that, if you are still unable to reach a solution with your supplier you can refer your complaint to the Authority. We will investigate and can normally resolve dispute between you and your electricity supplier. If necessary we can use our legal powers to help us do so.
