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NERC: DisCos received 172,833 customer complaints in three months

NERC: DisCos received 172,833 customer complaints in three months
March 18
10:05 2020

The eleven electricity distribution companies (DisCos) in the country received 172,833 complaints from consumers in three months.

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This is contained in the latest 2019 third-quarter report of the Nigerian Electricity Regulatory Commission (NERC).

The commission said a majority of the complaints were centred around estimated billing, metering and service interruption.

“During the third quarter of 2019, the eleven DisCos received a total of 172,833 complaints from consumers (10.41%more than complaints received during the second quarter of 2019) and attended to a total of 146,326 (~84.66%) representing a decrease of 3.05 percentage point from the preceding quarter,” the NERC said.

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“The report shows that Ibadan and Abuja DisCos had the lowest customers’ complaints resolution rates based on the proportion of complaints not addressed in the third quarter.

“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 49.69% (i.e.85,890) of the total complaints in the third quarter of 2019. In an effort to ensure improved customer service delivery, the commission continued to monitor and audit customers’ complaint handling and resolution process by DisCos.

“Also, the commission, on a continuous basis, monitors the operation and efficacy of its forum offices which were set up to adjudicate on consumers’ complaints not adequately resolved to the customers’ satisfaction by the responsible DisCos.”

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TheCable had earlier reported that 5.8 million electricity customers are still on estimated billing which has contributed to customer apathy towards payment for power.

File photo: Organised labour protest against electricity tariff increase

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