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Complaints Procedure

 

 

 

 

 

The following information outlines the procedure for submitting complaints to the Electricity Regulatory Authority about Caribbean Utilities Company Limited, Cayman Brac Power & Light Company Limited or complaints about the Electricity Regulatory Authority itself.

 

Under the terms of their licences neither Caribbean Utilities Company Limited nor Cayman Brac Power & Light Company Limited are required to develop, implement or publish procedures for responding to complaints.

 

The Electricity Regulatory Authority Law (2008 Revision) DOES NOT require the Authority to investigate and resolve complaints from consumers, and that is why we have set up this complaints procedure.

 

If your complaint concerns Caribbean Utilities Company Limited (CUC) or Cayman Brac Power & Light Company Limited (CBP&L) it can probably be resolved by dealing directly with Caribbean Utilities Company Limited or Cayman Brac Power & Light Company Limited and this should be your first step.

 

To contact CUC telephone (345) 949 5200 or visit their web site - www.cuc-cayman.com

 

To contact CBP&L telephone (345) 948 1059

 

However, if you are not satisfied with the way your complaint is handled by CUC or CBP&L or your complaint relates to the Electricity Regulatory Authority (ERA) itself, you should refer the matter to the ERA.

 

If, after having the complaint dealt with by the ERA, you are still not satisfied with the way in which the complaint has been investigated and resolved you may refer the matter to the Office of the Complaint’s Commissioner.

 

The address and contact details for the Office of the Complaint’s Commissioner are:

202 Piccadilly Centre, 28 Elgin Avenue, PO Box 2252, Grand Cayman KY1-1107

Phone: (345) 943-2220 Fax: (345) 943-2221

E-mail: caymancomplaints@yahoo.com

Web site: www.occ.gov.ky


How to file a complaint with the Electricity Regulatory Authority

 

  • Complete the ERA’s on-line Complaint Form at www.caymanera.com and e-mail it to general@caymanera.com or
  • Download - or collect from the ERA’s offices - a printed version of the Complaint Form, complete it and either:
  • Send or hand deliver the completed form to the ERA, Suite 2, Grand Pavilion Suites, West Bay Road, PO Box 10189, Grand Cayman KY1-1002, or Fax the completed form to (345) 947 9598

 

Please note the following when completing your Complaint Form:

 

  • All “Personal Details” boxes must be completed. The ERA does not pursue anonymous complaints or complaints made by telephone.
  • The Complaint Form should be signed and dated by the complainant. If your complaint has been submitted on-line, we will print a copy and ask you to come in to the ERA offices to sign it.
  • Provide as clear an account of your complaint as possible in writing in the “Full Details of Complaint” section of the form. If you need assistance in completing the Complaint Form a member of the ERA will be available to assist you during normal office hours - 9 a. m. to 5 p.m. Monday to Friday.
  • If your complaint was submitted to the licensed company involved, please provide us with a copy of your complaint and a copy of the response given to you by the company. If you did not receive a response from the company, please note that fact on your form with the date that you submitted your complaint to the company.
  • Your complaint will be treated in confidence. The information you provide in your complaint will only be shared with those persons who need it in order for your complaint to be investigated and resolved.
  • You can telephone the ERA on (345) 949 8372 at any time during normal office hours - weekends and bank holidays excepted - to check on the status of your complaint resolution.

 

How the Electricity Regulatory Authority will respond to your complaint

 

On receipt, your completed Complaint Form and any other documentation you provided relating to the complaint will be photocopied and date stamped. A copy will be returned to you as confirmation that your complaint has been received within 2 working days. At that time you will also be given an indication of the time frame in which the complaint will be investigated and when you can expect a written response to your complaint.

 

 

 

 

 

 

 

©2008 Electricity Regulatory Authority Privacy Policy

Site last updated November 29th 2008