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Customer Service Charter


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The Malawi Energy Regulatory Authority (MERA) is a Statutory Corporation established under the Energy Regulatory Act No. 20 of 2004 to regulate the activities of the energy industry.

This Service Charter is designed to inform our customers and stakeholders of the services MERA delivers, the minimum service standards we have set to attain and the accountability framework we have instituted to guarantee excellent service delivery.

It is important to keep the service standards up-to-date.  The updates will be informed by a responsive and robust monitoring and evaluation mechanism.

MERA will be held accountable for the standards it has set. Therefore, both the service providers and users should ensure that the delivery of MERA’s services is inspired by this charter.  This Charter also outlines a feedback mechanism on services we provide to influence appropriate policy and administrative actions for further improvement of service provision.


This Service Charter epitomizes our will, disposition and commitment to serve our customers.

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