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Customer Services >> Frequently Asked Questions (FAQs)
1. How do I make an application for domestic supply?
2. How do I make an application for commercial or industrial supply?
3. What happens after notifying the CEB for a new domestic supply?
4. What happens if I cannot effect payment of costing for extension of LV Network?
5. In what case will my electricity supply be disconnected?
6. How do I have my electricity supply reconnected in case of non-payment?
7. How do I pay my bills?
8. How do I make a complaint/ enquiry?
9. What should I do in case of an Emergency Repair Service?
10. How can I help the CEB?
11. How to save on my electricity bill?
12. What are the Expected Service Delivery Standards of the CEB?

1. How do I make an application for domestic supply?


To connect an electricity account for residential purposes, an application must be made in person at, or in writing to any CEB Customer Service Center or via email on customerservice@ceb.intnet.mu together with the following documents:


(a) National Identity Card of the applicant or Passport ID;

(b) A copy of the applicant's title deed;

  • Or a copy of a Lease agreement, if applicant is resident on State Land;
  • Or a copy of a transcription, if land has been transcribed to the applicant;
  • Or a letter of authorisation from the landlord, if customer is a tenant, as well as a copy of landlord's title deed.

(c) Building & Land Use Permit for the said premises, wherever applicable

(d) A list of declared electrical appliances to be connected in Watt or Kilowatt

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2. How do I make an application for commercial or industrial supply?


To connect an electricity account for commercial or industrial purposes, an application must be made in person at, or in writing to any CEB Customer Service Center or via email on customerservice@ceb.intnet.mu together with a copy of the following documents:

  • A letter from the company requesting the new supply and specifying the total connected load;
  • A copy of the company's Business Registration Card together with a copy of its Certificate of Incorporation;
  • A copy of the Title Deed in case of ownership of the building;
  • A letter of authorisation from the landlord if the customer is a tenant, as well as copy of the title deed;
  • A Building & Land Use Permit, wherever applicable;
  • A Trade License from the relevant authorities, wherever applicable;
  • In case of a registered company, a list of shareholders (those holding more than 10% of shares);
  • National Identity Card of the Director(s) or Passport ID;

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3. What happens after notifying the CEB for a new domestic supply?


Each application is given a specific Business Partner (BP) Number, if the customer does not already have an electricity account with the CEB. The customer will have to quote this number whenever he/she contacts the CEB.

A Technical Officer will visit the proposed site for electrification following an application. In case the CEB Low Voltage network is available and that the load request of the applicant can be supplied, the Technical Officer will inform the applicant of the works to be done by his/her qualified electrician. It is important to note that the installation of a RCD (Residual Current Device) is mandatory.

 

After completion of works as required, the applicant must inform a CEB Customer Service Agent of any CEB Customer Service Center, by calling in person, or by phone or through a letter. The Technical Officer will then carry out a second visit to ensure compliance and to verify the quality of the works.

 

However, in the event that the Low Voltage network is not available, the applicant will be asked to pay a processing fee for the preparation of a cost estimate with respect to the extension of the Low Voltage network. The cost of this project will be eventually claimed to the applicant.


The CEB proposes the following claim settlement possibilities to particular categories of customers, subject to certain conditions;

(i) in case of a domestic consumer, the latter can either  opt to settle the full costs for the network extension project which shall thereafter  be refunded to him/her over a period of four years or choose to pay off half of the total estimates without any refund #

 

(ii) for industrial development, the customer may apply for a refund to the CEB after settlement of the project estimates #

 

Note: # conditions apply to benefit from these facilities


After payment of a connection fee and security deposit (see table below), the CEB will endeavour to connect the supply to the said premises as soon as possible.


Connection Fees* and Security Deposit* for Domestic Tariff

Item Single Phase Three-Phase Without Current Transformers Three-Phase With Current Transformers
Security Deposit (Rs.) 200 (Tariff 110)
-
-
Security Deposit (Rs.) 600 (Tariff 120)
-
-
Security Deposit (Rs.) 1200 (Tariff 140)
1200
1200
Connection Fees (Rs.) 750
1500
3000

The first statement of account (electricity bill) shall be delivered to the customer approximately two months following the effective connection of electricity.

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4. What happens if I cannot effect payment of costing for extension of LV Network?


After reception of the Cost Estimate Letter from the CEB, the customer can apply for LV Extension Assistance (applicable for domestic supply only) provided that he/she meets the acceptable criteria and that he produces the following documents:

  • Applicant’s latest salary slip
  • An affidavit certifying the monthly household income
  • Identity Card of Applicant
  • CEB claim letter
  • Copies of development/ construction permits (2 copies)
  • Copy of title deed

5. In what case will my electricity supply be disconnected?


(a) If a customer wishes to terminate his/her electricity account, he/she may apply for disconnection of the supply and settle any amount due on his/her electricity account prior to closure of the said account.

    Please note that after disconnection, you may receive 1 or 2 bills which may become due depending upon the last readings taken.


(b) The power supply to the customer's premises will be disconnected:

  • If the customer has not paid his/her bill as at the due date
  • If the customer has consumed electricity illegally
  • If the customer's electrical installation is found to be unsafe.
  • In the event of CEB officers not having access to the customer's meter for 3 consecutive months and the meter remains inaccessible despite written request from the CEB.

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6. How do I have my electricity supply reconnected in case of non-payment?


If the customer's supply has been disconnected for non-payment, the customer will be required to pay a disconnection/ reconnection processing fee of Rs 450* along with full settlement of all outstanding bills within fifteen days. In case the debt remains unpaid after that period the account will be closed. The CEB will take legal actions to recover any outstanding balance on the account.


Once the account has been closed, the customer shall have to follow steps 1 or 2 to obtain a new electricity account.

*This fee is subject to revision at any time as approved by the Board

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7. How do I pay my bills?


  • By Direct Debit from your bank accounts
  • At CEB Cash Offices island-wide (advance and part payment accepted)
  • At Post Offices
  • At CWA offices listed below
CWA Cash Offices Address Telephone
St Paul Royal Road, St Paul 601-5083
Port Louis Mutual Aid Bldg, Victoria Square, Port Louis 212-5065
  • By mailing a cheque to Central Electricity Board, Royal Road, Curepipe (date of reception of the cheque will be considered as date of payment)
  • By Internet Banking. Contact your bank for more details.
  • By ATMs and Point of Sales by using SBM Billpay service
  • By sms using Orange Money facility

  • See the Bill Payments section for more details

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8. How do I make a complaint/ enquiry?


The CEB is committed to handling customer complaints and enquiries in a courteous and efficient manner.

  • Phone or call in person at Customer Service Centers (From 08:30 to 16:00 hours) as per table below
Customer Service Centers Address Telephone Fax
Bambous Royal Road, Bambous 452-1526
-
Bramsthan Royal Road, Bramsthan 413-2589 413-2336
Curepipe Teste De Buch Street, Curepipe 601-1240 675-7963
Flacq Royal Road, Flacq 413-9672
-
Goodlands Royal Road, Goodlands 283-9516 283-7279
La Mivoie Black River 483-4145 483-5099
Mahebourg Cent Gaulettes Street, Mahebourg 631-3924 631-9470
Pamplemousses Royal Road, Pamplemousses 243-7525 243-3748
Port Louis Poudriere Street, Port Louis 210-9022 212-3301
Quatre Bornes Avenue Osman, Quatre Bornes 467-0723 465-0446
Riv Du Rempart Royal Road, Rivière du Rempart 412-4295
-
Rodrigues Port Mathurin 832-0210 831-2405
Rose Belle Centre Commercial du Vieux Moulin, Rose Belle 627-9434  
Rose Hill Vandermeersch Street, Rose Hill 401-2000
464-1001
464-6136
Souillac Royal Road, Souillac 625-5544 625-5757
Vacoas St Paul Road, Vacoas 686-2923
698-9600
696-4914

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9. What should I do in case of an Emergency Repair Service?


For any emergency repairs or complaints relating to faults/ power interruptions – a 24-hour reporting service, please dial 130 . The CEB endeavours to attend to complaints in connection with the above within 24 hours.

All planned outages are communicated to the public through the media. If the customers have a power outage but notice that their neighbours still have power, they are advised to check their fuses or circuit breakers. If everything is found to be in order, then the customers can call CEB's emergencies and fault line on 130, which will also provide up-to-date information on outages whenever available.

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10. How can I help the CEB?


  • Giving to CEB officers safe and convenient access to sites where CEB meters and installations are located
  • Informing the CEB in the event of not receiving their monthly bill by phone, mail or email or at the nearest Customer Service Centers
  • Reporting any power interruption
  • Informing the CEB of any increase in their load at their premises.
  • Reporting cases to the CEB where customers tamper with their meters
  • Avoiding interference with any broken lines
  • Preventing anyone else to interfere with their electricity meter
  • Informing the CEB through 130 of any street lighting problems; e.g. black- out or daylight burning of a series of lanterns
  • Making a global effort towards energy saving and teaching children how to save energy
  • Branches touching with CEB conductors
  • Providing suggestions or feedback to the Customer Service Officer in writing

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11. How to save on my electricity bill?


Customers may use the following tips to save energy at home:

  • Replace all incandescent lamps by compact fluorescent light (CFL) bulbs that allow about 70% savings on lighting.
  • Use timers or movement sensors in lighting for security purposes
  • Electronic equipment, battery chargers and other equipment should be unplugged or removed from standby mode, when not in use.
  • Unnecessary lights should be switched off and desk lamps with CFLs should be used when working at a desk.
  • Avoid lowering the temperature of air conditioning thermostat by more than 5°, with respect to ambient temperature to allow cost savings and ensure that all doors and windows are kept closed.
  • When using a kettle, do not fill it in to the top, if all the water is not needed.
  • Make use of fans as far as possible so as to reduce the cost on air conditioning.
  • When there is warm ambient temperature, the setting for a water heater should be fixed for the lowest temperature.
  • When using washing machines for laundry, ensure that temperature setting is on low or cold. This would result in a big saving on washing costs.
  • Always use washing machines and dish washers only when they are fully loaded, as this would enable better efficiency of the equipment.
  • Avoid opening and closing of the refrigerator too frequently.
  • Make use of solar panels for water heating as much a possible.
  • Remove and clean room air conditioners monthly as dirty filters reduce the efficiency of air conditioners.
  • During warm months, keep blinds and curtains closed as they would protect room from direct sunlight
  • Use light colour shades when painting walls inside your house, as this would mean less lighting fixtures and hence lower lighting costs.
  • Consider planting trees around your house, as this would provide a cool atmosphere inside your house and in your garden, and hence reduce the use of air-conditioners.

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12. What are the Expected Service Delivery Standards of the CEB**

**This is only an indicative list and the delay may vary subject to complexities of infrastructure works to be carried out.

 

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Type of Service Type of customer Description Detailed Response Expected Service Time**
Approval of Plan Domestic
Commercial
Industrial
Approval for clearance Reply for approval / non-approval of plan from date of application received at Customer Service. Silent agreement for late replies should not apply for safety reasons Within 5 working days
Request for new supply / or increase in load Domestic
Commercial
Industrial
(Existing network & Spare capacity available)
Request for new supply First inspection from date of application received at Customer Service Within 7 working days
Following inspection Next inspection from date of reporting by customer Within 7 working days
Connection Subject to receipt of payment of security deposit and connection fees. Within 10 working days
Domestic
Commercial
Industrial
(No network & No Spare Capacity available)
Request for new supply First inspection from date of application received at Customer Service Within 7 working days
Processing fee Writing to customer about the requested implications informing him/her of processing fees involved.
Fees tabulated in Annex 1
Within 8 working days
Claim Send claim subject to payment of processing fees, planning and unforeseen constraints Between 15 and 30 working days
Execution Execution of infrastructural works as from date of payment subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 15 and 60 working days
Connection Connection of supply following payment of security deposit and connection fees. Within 10 working days
Commercial & Industrial requiring more than 500 kVA Customer needs to install High Tension Switchgear equipment as per CEB specifications (i) Writing to customer about the requested implications informing him/her of processing fees involved.
Fees tabulated in Annex 1
Within 8 working days
(ii) First meeting with client from receipt of payment of processing fee Within 10 working days
(iii) Letter of conditions (HV switchgear specifications) as from date of meeting withvclient Within 15 working days
(iv) Approval for HV switchgear and drawings submitted by client from date of submission of all appropriate documents by client Between 15 and 30 working days
(v) Send claim following approval of documents and specifications as submitted by client and subject to planning and unforeseen constraints Between 15 and 30 working days
(vi) Execution of OFF SITE infrastructural works as from payment subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 30 and 60 working days
(vii) Permanent Connection to network provided that all equipment are compliant to CEB specifications and that the site conditions are ready for connection by the CEB, and following payment of security deposit and connection fee Within 10 working days
Request for new supply for parcelling projects Parcelling Projects Claim Send claim as from date of receipt of letter of intent subject to planning and unforeseen constraints Between 20 and 60 working days
Issue of Clearance Certificate Issue of clearance subject to payment and written confirmation of completion of all infrastructural / civil / pipe laying works by client Between 15 and 30 working days
Execution Execution of infrastructural works as from date nearest CEB Office is informed of start of construction works by individual owner subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 15 and 60 working days
Connection Connection of supply following payment of security deposit and connection fees. Within 10 working days
Emergency Repair Service Through 130   Outage of Supply Repairs & Restoration of power supply from time of complaint logged at the Call Centre - Excluding natural calamities (e.g. cyclones, floods, electric storms, etc.) Within 24 hours depending on the nature of fault
Complaints ALL Customer letters/complaints First acknowledgement letter from enquiry/complaint received at Customer Service Within 5 working days
Replies to enquiries/complaints from date of acknowledgement letter Within 30 working days
Reconnections of supply after disconnection for non-payment ALL Provided that account is not yet closed Reconnection following settlement of total outstanding bills Within 48 hours
Request for displacement of meters, and/or service lines ALL Request for displacement First inspection from date of application received at Customer Service Within 7 working days
Following inspection Next inspection from date of reporting by customer Within 7 working days
Displacement Effective displacement of meter and/or service lines (where no infrastructural works are involved) following payment of necessary charges as per Annex 1 and provided that all works requested by the CEB meet compliance & subject to unforeseen constraints Within 10 working days upon receipt of payment/compliance
Reading of inaccessible meters ALL Average bill is given based on past six months’ consumption Writing to customer to remedy to the situation Within 3 months from first no-accessibility
Complaints about voltage/quality of power supply ALL If reported in writing and not reported through 130 Helpdesk First inspection of customer’s premises from date of complaint received at Customer Service Within 3 working days
Inform customer in writing of findings as from date complaint is received Within 10 working days
Request for displacement / insulation of network ALL Request First Inspection from date of application Within 7 working days
Processing fee Writing to customer about the requested implications informing him/her of processing fees involved subject to planning and unforeseen constraints. Fees tabulated in Annex 1 Within 8 working days
 
Claim Send claim subject to payment of processing fees Between 15 and 30 working days
Execution Displacement of poles following payment of all claims, approval of site clearance and wayleave by CEB subject to availability of wayleave/right of way from land owners/local authorities and unforeseen constraints Between 15 and 60 working days

Notes
  • The time responses are not applicable in case of force majeure, for example in cases of cyclones, thunderstorm and lightning, flooding, riots, Tsunami, war, period of strikes, torrential rains, industrial action, Government action etc.


  • The periods mentioned are not cumulative but concurrent