Who are we?
About the Authority
Authority’s Members
Authority’s Directorates

What do we do?
Duties & Responsibilities
Forward Work Programme

How do we do it?
Regulatory Instruments
Principles of Governance
Frequently Asked Questions

Who can complain, and how to complain?
What are the most common complaints received?
How will the Authority determine my complaint?
What are the factors that increase my electricity bills?
Why is my bill not significantly reduced during my vacation or winter?
Why is my bill different from my neighbours?
Is the meter tested before use?
I want to make changes to my account/tariff, what do I do?
Is there help for special needs customers?
Who is my electricity supplier?
Can I change to a different supplier?
Is it possible to relocate an electricity pole?
Should I be concerned about living near an electricity line/substation?
What are the electricity tariffs and connection fees?

Complaints



Who can complain, and how to complain?

Any electricity consumer can complain. The Authority has approved Customer Complaint Handling Procedures which require you to complain to your electricity supplier first. If your supplier fails to resolve the problem, or if you are not satisfied with the action your supplier has taken, you may contact the Authority for further assistance.


What are the most common complaints received?

The majority of the complaints received by the Authority are related to high electricity bills, wrong meter readings and meter tampering.


How will the Authority determine my complaint?

If you contact the Authority for help in resolving a complaint with your supplier, the Authority will let you know as soon as possible what action we intend to take.

Metering and Billing Issues



What are the factors that increase my electricity bills?

Electricity consumption of electrical appliances will increase if there is change in weather conditions. Your bill may also increase if there is more frequent use of appliances, inefficient or faulty appliance, or appliances are left switched on unnecessarily, etc


Why is my bill not significantly reduced during my vacation or winter?

There will be a drop in electricity consumption while you go on vacation. However, the savings in your bill may be less obvious if your vacation period falls across two bills, in which case any savings may spread over two bills and become less distinctive.


Why is my bill different from my neighbours?

It often happens that customers may compare their electricity bills with their neighbours’. Sometimes, they are similar, but at other times, they are not. With the difference in premises size, number and age of family members, number, brand and usage pattern of electrical appliances etc, considerable variances in electricity bills between neighbours are often noticed.


Is the meter tested before use?

All meters are tested before they are installed. A meter test can also be arranged if you feel that there might be a problem with your meter.


I want to make changes to my account/tariff, what do I do?

Contact your licensed supplier and inform them in writing. You should contact your licensed supplier straight away with any matters related to your electricity bills even if you have not received it yet. You can get a copy of your bill from them.

Others



Is there help for special needs customers?

The Authority has approved the Customer’s with Special Needs Codes of practice. Special services for customers, who are disabled, chronically sick, have limited income or of pensionable age, can be made available, where appropriate. Examples of how Suppliers can respond to the special needs of customers include providing where practicable special controls and adaptors for electrical appliances and meters (including prepayment meters) and repositioning meters; providing special means of identifying officers authorized by the licensed Supplier; giving advice on the use of electricity and actions to be taken during supply interruptions; arrangements to restrict the disconnection of customers with special needs; and the implementation of a register of customers with special needs.


Who is my electricity supplier?

If you live in the Muscat region your electricity supplier is Muscat Electricity Distribution Company SAOC. If you live in the North Batinah and Dhahirah region, your Supplier is Majan Electricity Company SAOC. If you live in South Batinah, Dakhiliyah and Sharqiyah then your supplier is Mazoon Electricity Company SAOC. Customers in Musandam, Al Wusta, Dhofar (excluding Salalah)and some parts of Sharqiyah and Dhahirah regions are connected to the Rural Areas Electricity Company SAOC.


Can I change to a different supplier?

It is not possible to change your electricity supplier at the moment.


Is it possible to relocate an electricity pole?

You will have to contact your licensed supplier to seek suitable arrangements.


Should I be concerned about living near an electricity line/substation?

After conducting a thorough investigation, the Authority is satisfied that living near electrical lines does not pose a serious risk to the health and safety of your family.


What are the electricity tariffs and connection fees?

Please refer to the Permitted Tariffs page.