(1) The procedure for filing complaints and the resolution of disputes between the Utility and market participants shall be specified in the electricity market rules.

(2) Subject to these Regulations, a dispute that arises under the electricity market rules shall be settled at the first instance by negotiation between the parties.

(3) Where the dispute cannot be resolved by negotiation, the parties shall refer the matter to the Electricity Market Oversight Panel for mediation.

(4) Where the mediation fails, the matter shall be referred to the Commission which shall set up an arbitration panel under the Arbitration Act, 1961 (Act 38) and settle the dispute