The Nigerian Electricity Regulatory Commission (NERC) says estimated billing and metering issues make the top complaints received by power distribution companies (DisCos) from customers.
In its 2020 second-quarter report released on Wednesday, the commission stated that the 11 DisCos received 203,116 complaints from electricity customers, while 189,684 issues were attended to.
The NERC stated that it will continue to monitor the operations of its forum offices to ensure consumer complaints are satisfactorily resolved.
“During the second quarter of 2020, the eleven (11) DisCos received 203,116 complaints from consumers, indicating 0.68% fewer complaints than those received during the first quarter of 2020. In total, the DisCos attended to 189,684 complaints representing an increase of 1.09 percentage points from the preceding quarter. The report shows that Ibadan followed by Benin DisCos had the lowest customers’ complaints resolution rates based on the proportion of complaints not addressed in the second quarter of 2020,” the NERC said.
“A review of customer complaints statistics indicates that estimated billing, metering, and service interruption remain the most significant areas of concerns for customers, accounting for 64.88% (i.e., 131,789) of the total complaints in the second quarter of 2020.
“As stated in the preceding reports, to ensure improved customer service delivery, the Commission, on regular basis, continued to monitor and audit customers’ complaint handling and resolution process by DisCos. The Commission also continuously monitors the operation and efficacy of its Forum Offices which were set up to redress on consumers’ complaints not adequately resolved to the customers’ satisfaction by the responsible DisCos.”