1. Major Energy Challenges Availability and accessibility Sufficiency (lifeline supplies) Reliability and Cost Dimension

2. PROFESSIONALISMPROFESSIONALISM ACCOUNTABILITYACCOUNTABILITY TEAMWORKTEAMWORK INTEGRITYINTEGRITY TRANSPARENCYTRANSPARENCY VALUES

3. VALUES By PROFESSIONALISM: we mean an expert and ethical approach to regulation By PROFESSIONALISM: we mean an expert and ethical approach to regulation By TEAMWORK :we mean: a consultative and participatory process for the achievement of the Commission’s objectives. By TEAMWORK :we mean: a consultative and participatory process for the achievement of the Commission’s objectives. By ACCOUNTABILITY: we mean being answerable for one’s decisions, actions and results in respect of a stated responsibility. By ACCOUNTABILITY: we mean being answerable for one’s decisions, actions and results in respect of a stated responsibility. By TRANSPARENCY: we mean being open, fair and trustworthy with all stakeholders. By TRANSPARENCY: we mean being open, fair and trustworthy with all stakeholders. By INTEGRITY: we mean conducting business honestly. By INTEGRITY: we mean conducting business honestly.

4. Principles of Regulation Why Regulation? Subsector, Sector or Multi Sector Regulation Challenges of regulation Independence and autonomy Transparency and Accountability Security of supplies Quality and sustainability Promotion of investment and competition in energy sector Consultation and participation of stakeholders Mitigating against the challenges The role of regulators in promoting improvement in energy access: Pricing Appropriate institutional framework Financing Monitoring Risks and mitigation

5. a)Security of Supplies: promotion of competition through private sector participation where feasible b)Quality Assurance: - Development, monitoring and enforcement of codes and standards including health and safety -Establishment, monitoring and enforcement of consumer rights and obligations c)Promotion of ESI Efficiency -Licensing and regulating entities engaged in the generation, transmission, distribution and supply of electricity and monitoring performance

6. STAKEHOLDERS EXPECTATIONS FROM ZERC STAKEHOLDERNEEDSEXPECTATIONS Government Well structured & vibrant ESI Adherence to Act & policy directions ESIViability Involvement in pricing policy formulation Adherence to pricing policy Fair & transparent regulation Consumers Security of supplies Affordable prices Quality supplies Dispute resolution Consumer education Efficient & reliable service Transparent & fair pricing Consistent quality of supplies Fair arbitration Information on rights & obligations Employees Job security Equitable compensation Personal & professional development Conducive working environment Tools of trade Viability of ZERC & adherence to Labour laws Market-related & performance-based compensation Involvement in personal & professional development initiatives Comfort at work Availability of tools of trade Interest Groups Consultation Secure & reliable supply Involvement Good governance International Cooperating Partners Collaboration Environmental issues In vestment, returns, developmemt Quality information & harmonization of regulatory principles ZERC Commissioners Government support in execution of functions Equitable compensation Personal & professional development Conducive working environment Tools of trade Viability of ZERC & adherence to Act Market-related & performance-based compensation Involvement in personal & professional development initiatives Comfort at work Availability of tools of trade

7. OUR VALUES By PROFESSIONALISM: we mean an expert and ethical approach to regulation By PROFESSIONALISM: we mean an expert and ethical approach to regulation By TEAMWORK :we mean: a consultative and participatory process for the achievement of the Commission’s objectives. By TEAMWORK :we mean: a consultative and participatory process for the achievement of the Commission’s objectives. By ACCOUNTABILITY: we mean being answerable for one’s decisions, actions and results in respect of a stated responsibility. By ACCOUNTABILITY: we mean being answerable for one’s decisions, actions and results in respect of a stated responsibility. By TRANSPARENCY: we mean being open, fair and trustworthy with all stakeholders. By TRANSPARENCY: we mean being open, fair and trustworthy with all stakeholders. By INTEGRITY: we mean conducting business honestly. By INTEGRITY: we mean conducting business honestly.

8. c)Electrification Promotion: Developing regulations and recommending policies to maximise access to in both rural and urban areas d) Tariff Setting Role: Ensuring the ESI viability and consumer protection e)Regulation Enforcement Role: To ensure that regulation is fair and balanced for licensees, consumers, investors and other stakeholders in the electricity industry”. f)Arbitration and Conflict Resolution: Amongst licensees or licensees and their customers General Functions of Energy Regulation

9. ESI Structure Investment policies Pricing policies and tariffs chargeable by licensees Development of electricity regulations and statutory instruments Promotion of Energisation Climate Change and Environment SYNERGY AREAS WITH Governments

10. STAKEHOLDERS EXPECTATIONS FROM ZERC STAKEHOLDERNEEDSEXPECTATIONS Government Well structured & vibrant ESI Adherence to Act & policy directions ESIViability Involvement in pricing policy formulation Adherence to pricing policy Fair & transparent regulation Consumers Security of supplies Affordable prices Quality supplies Dispute resolution Consumer education Efficient & reliable service Transparent & fair pricing Consistent quality of supplies Fair arbitration Information on rights & obligations Employees Job security Equitable compensation Personal & professional development Conducive working environment Tools of trade Viability of ZERC & adherence to Labour laws Market-related & performance-based compensation Involvement in personal & professional development initiatives Comfort at work Availability of tools of trade Interest Groups Consultation Secure & reliable supply Involvement Good governance International Cooperating Partners Collaboration Environmental issues In vestment, returns, developmemt Quality information & harmonization of regulatory principles ZERC Commissioners Government support in execution of functions Equitable compensation Personal & professional development Conducive working environment Tools of trade Viability of ZERC & adherence to Act Market-related & performance-based compensation Involvement in personal & professional development initiatives Comfort at work Availability of tools of trade

11. ZERC’s EXPECTATIONS 1.Policies conducive to IPP investments 2.Timeous response to policy enquiries 3.Timely tariff papers considerations 4.Speedier processing of electricity regulations and statutory instruments 5.Retiring ZESA debt 6.Capacitating the Commission 7.Expediting the finalization of power sector reforms outstanding issues: (i) Appointment of boards for the successor companies (ii)Transfer of assets to successor companies, ring fencing of successor companies (iii) Repeal of Electricity Act (13:05)

12. Codes and standards to enforce fair and non discriminatory access to power service exist Monitoring of electrification performance through license conditions Policy studies on sustainable electrification schemes Direct funding through excess funding CONSUMER RIGHT 3: Right of access to electricity in both rural and urban areas

13. Standards and procedures for improved consumer safety practices Field inspections and enforcement Creation of health and safety databases Includes environmental complaints Consumer education Special provision for the disabled, elderly and disadvantaged groups CONSUMER RIGHT 4: Right to Health and Safety

14. Licensing and regulation to ensure that industry delivers services efficiently Development and monitoring compliance with codes and standards Submission, benchmarking and monitoring of performance Audits and inspections Penalties on non performance that may include license cancellations Public dissemination of utility performance CONSUMER RIGHT 5: Right to efficiency provision of services

15. Thorough scrutiny of tariff applications to ensure that inefficiencies are not inbuilt in tariff applications Removal of costs resulting from inefficiencies and not related to supply of power Prescribing measures to improve efficiency and monitoring implementation Involving other stakeholders prior to tariff approvals CONSUMER RIGHT 6: Right to Fair and Transparent Pricing

16.  Customer education forums aimed among other things at: Enhancing relationships between electricity utilities and users of electricity. Information exchange Educating customers on electrical safety issues Customer education on their rights and obligations. Discussion of customer complaints and concerns. Education on complaint handling procedures Understanding the functions of the Commission. Providing insight into the operations of the electricity industry and the roles of different players. Educating consumers the efficient usage of electrical energy  Periodic publication of relevant utility performance data  Requirement for licensees to develop customer education programmes and monitoring of such programmes CONSUMER RIGHT 7: Right to information especially but not limited to efficient use of electricity.

17.  Timeously payment of electricity bills;  Refraining from theft of electricity;  Refraining from illegal electricity connections;  Jealously guard infrastructure from being vandalized – tempering with meters, draining of oil from transformers, stealing power cables;  Observe safety standards when using electricity;  Refrain from unsafe connections;  Actively be involved in efforts to save electricity. CONSUMER OBLIGATIONS