Claiming for damage, loss or injury
A clear, accountable route to submit a claim, track it, and appeal if you disagree.
Section 1 & 2
Purpose and scope
A transparent, accountable process for receiving, investigating, assessing and resolving customer claims.
This procedure sets out the process followed by the Eswatini Electricity Company (EEC) when receiving, investigating, assessing and resolving customer claims for property damage, loss or injury that customers believe may have resulted from EEC's network, operations, equipment or negligence.
Our commitment. EEC is committed to handling claims fairly, transparently and within reasonable time frames.
What this procedure covers
This procedure applies to customer claims relating to:
- Property damage allegedly caused by EEC network events or equipment.
- Financial loss arising from electricity supply interruptions or disturbances.
- Personal injury allegedly linked to EEC operations or equipment.
- Damage or loss arising from EEC-owned infrastructure, equipment, maintenance activities, switching operations or network faults.
- Alleged negligence by EEC.
What falls outside it
Claims falling outside the scope of this procedure will be referred to the relevant EEC department, or handled through another applicable complaints, legal or regulatory process.
Section 3
Definitions
Three terms used throughout this procedure.
- Claim
- A request for compensation relating to damage, loss or injury that a customer perceives was caused by EEC's operations, equipment or negligence.
- Complete claim
- A claim submitted with all required information and supporting documentation necessary for EEC to assess the matter.
- Letter of demand
- A formal communication specifying the compensation being claimed and the reasons for the claim.
Why "complete" matters. Assessment timelines only start once EEC has received every piece of required information. An incomplete claim is not rejected - we will write to you asking for what is missing, and the clock begins when it arrives.
Section 4
How to submit a claim
Send all of the following. The more complete your submission, the faster we can assess it.
When to submit. Claims should be submitted as soon as reasonably possible, and preferably within 30 calendar days of the incident or of discovering the damage. Claims submitted after this period may still be considered where exceptional circumstances are demonstrated.
Where to send it
Section 5
The claims process
Eight stages from receipt to resolution. Timelines run from the date a complete claim is received.
| Stage | What happens | Timeline |
|---|---|---|
| 1 Receipt & acknowledgement | Documents verified, claim registered, reference number issued | 2 working days |
| 2 Initial assessment | Account, records and submission period verified | 3 working days |
| 3 Technical investigation | Site visit, inspection and evidence review | 10 working days |
| 4 Independent assessment | Specialist review, only where necessary | As required |
| 5 Liability assessment | Evidence weighed to determine responsibility | – |
| 6 Decision communication | Written decision with reasons and appeal rights | 30 calendar days |
| 7 Compensation processing | Settlement, verification, approval and payment | 30 calendar days |
| 8 Appeals & escalation | Independent review and written outcome | 21 calendar days |
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Receipt and acknowledgement
Within 2 working daysOn receiving your claim, EEC will:
- Verify that the documents you sent are complete.
- Register the claim in the Claims Register and CRM.
- Issue you a claim reference number.
Where information is missing, EEC will request the outstanding information. Assessment timelines commence once all required information has been received.
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Initial assessment
Within 3 working daysEEC will:
- Verify your customer account details, location and supply point.
- Review outage records, fault reports and incident records.
- Determine whether the claim was submitted within the required period.
Where exceptional circumstances exist for a late submission, supporting evidence is recorded and approval is obtained from the SHERQ Manager or delegated authority.
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Technical investigation
Within 10 working daysEEC may investigate the incident by:
- Visiting the affected site.
- Inspecting the damaged equipment.
- Reviewing fault logs.
- Reviewing SCADA records, where available.
- Reviewing switching records.
- Reviewing transformer performance data.
- Assessing network event history.
- Collecting photographs and other relevant evidence.
The outcome of the investigation helps determine whether EEC bears responsibility for the loss, damage or injury claimed.
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Independent assessment
Only where necessaryWhere necessary, EEC may appoint an independent expert to assist with the assessment of a claim. This may occur where:
- The value of the claim warrants it.
- The circumstances are technically complex.
- There has been serious injury, loss of life or extensive property damage.
- Liability is disputed.
- Independent verification is considered necessary.
Experts may include
- Electrical specialists
- Appliance assessors
- Insurance assessors
- Quantity surveyors
- Other relevant professionals
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Liability assessment
EEC assesses all available evidence before determining liability. The circumstances in which liability may or may not be accepted are set out in full under How liability is decided.
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Decision communication
Within 30 calendar daysEEC communicates its decision in writing. See Decision & compensation for everything the letter contains.
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Compensation processing
Within 30 calendar daysWhere a claim is approved, payment follows acceptance of the settlement offer. See Decision & compensation.
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Appeals and escalation
Within 21 calendar daysIf you are dissatisfied with the decision, you may appeal. See Appeals & escalation.
Step 5
How liability is decided
EEC assesses all available evidence before determining liability. These are the circumstances that point each way.
Liability may be accepted
Where evidence indicates the damage, loss or injury resulted from:
- Negligent maintenance.
- Defective EEC equipment.
- Failure to address known network defects.
- Incorrect operational activities.
- Electricity supply conditions outside approved limits.
- Failure of EEC-owned protection systems.
Liability may not be accepted
Where evidence indicates the damage, loss or injury resulted from:
- Defects on customer-owned wiring or equipment.
- Illegal connections.
- Customer negligence.
- Events beyond EEC's reasonable control.
- Natural lightning events, where no negligence or equipment failure attributable to EEC is identified.
- Unauthorised modifications.
These lists describe the circumstances EEC considers. Every claim is assessed on its own evidence and facts - appearing on either list does not by itself decide the outcome.
Steps 6 & 7
Decision and compensation
What EEC tells you, and how an approved claim is paid.
The written decision
EEC communicates its decision in writing. The communication will include:
- Whether the claim has been approved, partially approved or rejected.
- The reasons for the decision.
- The evidence considered.
- Any applicable exclusions.
- Compensation awarded, where applicable.
- The basis used to calculate that compensation.
- The responsible signatory.
- Your appeal rights.
- Follow-up contact details.
Timeline. Within 30 calendar days from receipt of a complete claim.
If your claim is approved
- Compensation is based on the supporting evidence and the circumstances of the claim.
- Payment is processed only after you accept the settlement offer.
- Any required settlement documentation must be completed.
- Banking and identification details are verified before payment.
- Finance and approval threshold requirements must be satisfied.
Timeline. Within 30 calendar days after acceptance of the settlement offer and completion of all payment requirements.
Step 8
Appeals and escalation
If you are dissatisfied with EEC's decision, you may submit a written appeal.
Your appeal must
- Be submitted within 21 calendar days of receiving the decision.
- Include the grounds for your appeal.
- Include any additional supporting evidence.
What EEC does
EEC will acknowledge receipt of the appeal and conduct an independent review where reasonably practicable. A written outcome will be provided.
Timeline. Within 21 calendar days of receiving the appeal.
Still dissatisfied?
Refer the matter to ESERA
Where you remain dissatisfied after EEC's appeal process, you may refer the matter to the Eswatini Energy Regulatory Authority (ESERA) in accordance with applicable regulatory requirements.
Sections 7 & 8
Your rights and your privacy
What you are entitled to throughout the claims process, and how EEC handles your information.
Customer rights
Customers have the right to:
Submit a claim without fear of discrimination or unfair treatment.
Receive an acknowledgement of their claim.
Receive a clear explanation of EEC's decision.
Submit an appeal if dissatisfied with the decision.
Refer unresolved disputes to ESERA, where applicable.
Be treated fairly, respectfully and consistently throughout the claims process.
Protection of personal information
All personal information collected during the claims process is collected, processed, stored and protected in accordance with applicable data protection legislation, EEC information security requirements and confidentiality obligations. Information collected is used for purposes related to the investigation, assessment and administration of claims.
Monitoring and improvement
EEC continuously monitors claims performance to improve service delivery, reduce recurring incidents and strengthen customer satisfaction. Information obtained through the claims process may be used for quality improvement, risk management and regulatory reporting purposes.
Sections 9 & 10
Contact and claim status
Check where your claim stands, or get in touch with Customer Services.
Claim status enquiries
You may enquire about the status of your claim at any time using the claim reference number issued to you by EEC when the claim was registered. Please have it to hand when you call or write.