Contact Centre Services for Electricity Consumer Protection Guidelines

The Authority is committed to protecting the interests of domestic consumers and will be mandating the Consumer Care Guidelines (Guidelines) by including them in the Electricity Industry Participation Code 2010 (Code). The Authority expects when the mandated Guidelines come into force, it will receive calls from consumers to allege breaches of the Code.

The Authority wants to set up a dedicated phone line to provide a channel for consumers to notify the Authority of breaches of the guidelines. The Authority�s functions include monitoring compliance with the Code and investigating and enforcing compliance with the Code � sections 16(c) and (d) of the Electricity Industry Act 2010.

One of the avenues to help us carry out the above-mentioned statutory functions is to get information from consumers on whether electricity participants are complying with the mandated Guidelines. We expect consumers will do that by contacting the Authority and having a dedicated phone line provides the means to do it. We want to be able to provide these consumers with a high-quality customer-care experience.

We are not able to accurately forecast call volumes and we do not currently have the necessary expertise to manage phone calls. So, we have decided to outsource this function initially, while we build our understanding of call volumes and our capability to receive calls from consumers, advocates or representatives.

We are therefore seeking a scalable Contact Centre service to manage calls made to a dedicated phone line (0800 number), starting on 3 January 2025. The contact centre function will record, triage, resolve, handshake or refer calls to another party, report on, or where necessary escalate to the Authority Compliance team.