These Regulations are framed in compliance of section 34-1 of the Utility Regulatory Authority Act (Act No. 26 of 2020). They prescribe the rules for public utility service providers in respect of registration of customers, billing procedures, payment arrangements and the procedure to be followed in cases of unpaid bills. The Regulation requires registration of customers by the utility provider for the utility services to be provided, supported by a service agreement setting out the responsibilities of both parties. Customers are responsible for keeping their information updated, maintaining relevant equipment under their control, allowing meter readings, paying bills on time and reporting billing or service problems. Utility providers must hold the necessary licences, maintain and calibrate meters, provide continuous and reliable services, inform customers about planned interruptions, maintain accurate customer information, provide accessible complaint mechanisms and facilitate payment for people facing financial or physical difficulties. Deposits are generally restricted to specified situations such as temporary services and certain foreign customers, and refundable balances must be returned when the service ends. Billing must be transparent and based on the registered customer and applicable meter readings. Bills must contain detailed information including the meter and account numbers, billing period, consumption, tariff/category, charges, subsidies or adjustments, penalties and total amount due.
Maldivas · 2023-11-14