Customer Services

What We Offer

Our Customer Service centre is committed to assisting customers regards all their account queries and service applications. In this category of our information pages, customers can read more about our customer service charter, download application forms and or get in touch with the relevant departments to attend to their queries.

Regulation

Ensures safe, reliable, and sustainable electricity distribution practices.

Residential

Plays a crucial role in supporting national economic activities.

Industrial

Supports various sectors, promoting economic growth and development.

Services that we will deliver

Connection to the electricity supply and distribution grid where certain standards and conditions have been met.
Information regarding tariffs, available connection types, account balances etc.
Accurate, timely monthly invoice / statement
Customer care and pay points dealing with complaints and queries at the following towns: Swakopmund, Walvis Bay, Henties Bay, Omaruru, Usakos, Karibib, Uis and Arandis.

Standards that we will maintain

To encourage and achieve the highest possible degree of compliance with the Standard Conditions for the supply of electricity as set by the Electricity Control Board of Namibia, Electricity Act of Namibia, the standard conditions for the Supply of Electricity of Erongo RED and any National or International Standard that Erongo RED may institute.
To achieve this Erongo RED will determine the extent of compliance and the causes of non-compliance and shall take further action to correct the situation.
Customers can submit their complaints in writing or telephonically.

We will endeavour to

Answer your call within three rings.
Ensure we introduce ourselves by name and clearly.
Meet with you at an agreed upon time.
Keep you updated as to when the issue will be resolved and the on-going process until resolution.
Acknowledge any written communication within two working days.
Respond to all queries within seven working days.
Resolve issue within thirty days if the complexity of the matter requires more time and information to be resolved satisfactorily.

Our commitment to you

To strive to adhere to Erongo REDs Vision, Mission and Values.
To provide our services in-line with the requirements of the Electricity Control Board.
To abide by this charter.
To take ownership and give feedback to customers.

What we request of you as a client

Connection to the electricity supply and distribution grid where certain standards and conditions have been met
Information regarding tariffs, available connection types, account balances etc.
Accurate, timely monthly invoice / statement
Customer care and pay points dealing with complaints and queries at the following towns: Swakopmund, Walvis Bay, Henties Bay, Omaruru, Usakos, Karibib, Uis and Arandis.