1. Licensees to ensure that connections are made within the standard quality of service timelines,
  2. Interruptions to electricity supply (outages) should be in line with the quality of service standards,
  3. Licensees are required to maintain agreement with all consumers, provide required information and maintain telephone hotlines running twenty-four hours a day, seven days a week,
  4. Licensees may only disconnect electricity between the hours of 8.00am and 5.00 pm from Monday to Friday except in emergency situations,
  5. Treatment of customer deposits by Licensees- they may be invested in accordance with investment policy approved by the Authority, customer deposits to be refunded upon disconnection,
  6. Licensees to issue bills on a monthly basis.