FAQ

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 Watts(W) or Kilowatts(kW)

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Type of Service	Type of customer	Description	Detailed Response	Expected Service Time**
Approval of Plan (CEB's Clearance) in connection with Building and Land Use Permit.	Domestic Commercial Industrial	This process is presently being handled by all Municipal and District Councils following the amendment of Section 117 of the Local Government Act. The processing fees for CEB Clearance should also be paid at the relevant Local Authority.	Once the application is made at the Local Authority (Municipal or District Council), the CEB will be notified of a new application provided that applicant has submitted all required documents. The CEB will subsequently ensure to provide its stand within 5 working days to the Local Authority.	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

Under the present Net-Metering Scheme, CEB customers are allowed to install a grid-connected Small-Scale Distributed Generation (SSDG) PV or wind facility to generate electricity for their own use. Any electricity generated and not consumed by the customer is automatically exported to the CEB electrical network. The electricity thus exported can be re-imported from the network free of charge at other times, for example, at night. At the end of the month, any surplus electricity exported is carried forward to next month and any net energy imported will be billed as per the new tariff applicable.

The scheme is for the following two customer categories, having an electricity account:

• Category 1: Domestic Customers excluding IRS, RES and 3-phase Domestic Customers.
• Category 2: (a) Domestic Customers with 3-phase supply including IRS and RES Customers
• Category 2: (b) Non-Domestic Customers having a declared load not exceeding 20 kVA Applicants also need to be CEB customers who are in good credit standing in the payment of their electricity bills.

The maximum capacity that can be installed under the two different categories are as follows:

• Domestic Customers excluding IRS, RES and 3-phase Domestic customers: - Maximum 3.5 kWp.
• Domestic Customers with 3-phase supply including IRS, RES Customers and Other Customers having a declared load less than 20 kVA: - Maximum 5 kWp

However, depending on the results of a technical assessment by CEB, this maximum capacity may be revised downwards on a case-to-case basis.

Definition of Prosumers is given in the General Definition of Prosumers document.

Solar Photovoltaic and Wind Turbine are eligible.

By generating electricity for your own use, you can reduce the amount of electricity you buy from the CEB. Ideally, you should size your RE system to cover your monthly electricity consumption. Before investing in renewable energy systems, you need to calculate the financial aspects of such an investment and its long-term viability. It is worth noting that low electricity usage customers are less likely to benefit financially from the Net Metering Scheme (saving on electricity payments) because the electricity tariff they benefit from the CEB is cross-subsidised.

Other benefits under the Scheme are elaborated under the section Net-Metering Scheme and can be accessed easily.