SERA works continuously to improve the quality of the electricity service offered to consumers through a program to measure the service providers’ performance using approved measures (KPIs). It also carries out analytical and statistical studies of complaints regarding the quality of service which are submitted to, the Authority, or published in the media. In order to attain the highest levels of consumer satisfaction with the service, SERA pays particular attention to consumer complaints it regards this as one of the most important channels to measure the quality of electricity service. SERA exerts concentrated efforts to define the causes of complaints and resolve them to achieve the goal of improving the service and reach a high level of consumer satisfaction through the following measures: Performing technical and legal analyses of the complaints to find out the root causes underling them and work on resolving them. Interacting with the service providers to overcome the difficulties that may hinder resolution of the problems, and make fields visits – if necessary – in attempting to reach satisfactory solutions. Insuring effectiveness of the service provider’s procedures to handle complaints , and introducing enhancement to the “ provision of Electricity service manual “ or performance KPIs – as needed. Utilizing results of complaints studies in designing public relations campaigns carried out by the Authority.​