ERB commits to delivering a quality service
Wed, 07 Jun 2017 11:17:53 +0000
By Agnes Phiri
Twenty years ago – on 28th January 1997 to be exact – the Energy Regulation Board (ERB) opened its doors to the public signaling the start of a journey into unchartered territory in Zambia’s energy sector.
A team of seven including a full–time Board member in charge of electricity was put together to oversee the operations of the new regulator in town housed at Premium House in Lusaka’s Kamwala area.
The rest as they say is history. From one office in Lusaka, the ERB has since then spread its wings to bureaus in Chinsali, Kitwe and Livingstone overseeing the Northern/Luapula, Copperbelt/North western and Southern/Western regions of the country, respectively.
Last week, from 29th May 2017 to 2nd June 2017, the ERB commemorated its 20th anniversary through a number of planned activities such as exhibitions, media tours and public discussions.
The regulator also journeyed through time to reflect on the past two decades by recognizing key contributors to the energy sector such as former and past Energy Permanent Secretaries, ERB Board Chairpersons, Board Members and Chief Executive Officers.
This week’s column looks at one of the key highlights of the commemorative week – the launch of the new ERB Service Charter which saw the regulator publicly reaffirm its commitment to remaining focused on meeting client expectations of high efficiency and transparency.
Launching the Service Charter in Lusaka, acting Energy Minister Mr. Chrsitopher Yaluma was quick to point out that stakeholders would expect the highest level of efficiency by the regulator.
“This is particularly so because the ERB being one of the oldest energy regulators in Africa is not only recognised at regional but also at continental level. Our expectation as Government is that the ERB shall be a shining example on the continent and serve as a reference point especially for emerging energy regulators in the sub region,” the minister said.
As a public body, it is imperative that the ERB’s interaction with stakeholders and members of the public is guided by minimum standards that lend the operations of the regulator to transparency and efficiency. Going forward, the undertaking made by the ERB in the Service Charter brings its performance under microscopic public scrutiny and stakeholders will be keen to see the ERB live up to the outlined standards without fail!
In order to demonstrate its commitment to quality service to all its stakeholders, without bias or prejudice, the ERB developed a Service Charter which defines the standard of service that stakeholders can expect to receive when dealing with the ERB. It also seeks to maintain confidence in the sector and guarantee that customers in similar circumstances, having followed all requirements, will receive by and large a similar response from the ERB.
Through this public acclamation, the ERB hopes that the Charter will comfort various stakeholders who have high expectations from the regulator.
Who we are?
The Energy Regulation Board (ERB) is a statutory body charged with the responsibility of regulating the energy sector in Zambia. Key functions of ERB include issuance of licenses, monitoring the efficiency and performance of utilities and ensuring they comply with relevant standards and license conditions. The regulator also receives, investigates and resolves complaints from consumers and utilities regarding price adjustments, quality of energy products and services including the location of energy facilities. The ERB investigates and monitors the levels and structures of competition as well as develops and implements appropriate rules to promote competition in the energy sector. Its work extends to designing standards with regard to the quality, safety and reliability of supply of energy and fuels. The ERB also formulates measures to minimise the environmental impact of the production and supply of energy, transportation, conversion, storage and use of fuels.
Where do we get the mandate to regulate?
We get our power from the Energy Regulation Act of 1995, Chapter 436 of the Laws of Zambia as read with the Energy (Amendment) Act of 2003. Under this Act we are mandated to regulate the energy sector in Zambia. All companies in the electricity, petroleum and renewable sub sectors are required to obtain a license from the ERB to be able to operate in Zambia.
Why a Service Charter?
The energy sector is key to the economic and social wellbeing of Zambia. It is widely recognised and appreciated that economic development goes in tandem with access to energy.
We therefore aspire to work professionally and with integrity at all times in order to provide a service that strives to meet stakeholder expectations. This service charter therefore outlines the type and quality of service stakeholders should not only expect and but demand from us – right from our front office, out on the inspection field to the Executive Director’s office!
Our Vision: “A proactive, firm and fair energy regulator”
Our Mission: “To regulate the energy sector in order to ensure efficient provision of reliable and quality energy services and products”
Our Core Functions include:
Issuing licences
Monitor efficiency and performance of licensed entities
Receive and investigate complaints
Approve energy facilities infrastructure
Deal with competition issues
Design standards
Minimise environmental pollution
Advise the Energy Minister
Our Values:
We will embrace the following values whenever we serve our clients:
- Integrity: We shall be honest, sincere and ethical in our conduct;
- Professionalism: We shall apply our expertise and skills to maintain the highest level of technical competence in order to achieve excellence in the execution of our mandate;
iii. Transparency: We shall operate in an open and accountable manner;
- Predictability: We shall consistently adhere to clearly defined rules, regulations and procedures in executing our mandate;
- Team Spirit: We shall strive to achieve common objectives through mutual respect and collective effort; and
- Fairness: We shall strive to be impartial in executing our mandate.
vii. Continuous Improvement: We shall endeavor to develop and implement regulatory best practice.
What level of Service should you expect from us?
From our front offices, back offices, inspection field right up to the Executive Director’s office, the ERB has signed up to work professionally and with integrity at all times in order to provide a service that strives to meet stakeholder expectations.
Let us know if the ERB meet your expectations next time you visit our offices. We encourage feedback from the public and stakeholders to identify and strengthen good practice and improve its service to various stakeholders. Call our Consumer Toll Free Line 8484 or send an email to erb@erb.org.zm.
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