NERC orders DisCos to cope with customer concerns,A new regulatory tool or Order was released by the Nigerian Electricity Regulatory Commission (NERC) yesterday with the goal of facilitating a quicker resolution of consumer complaints in the power industry.
The Order on Deployment of Customer Engagement Platforms is a legal document that has as its goal “providing guidance on the minimum standards for the deployment of all call centers by DisCos pursuant to section 119 of the Electricity Act and standardizing call centers deployed by DisCos for seamless integration with the Commission’s call center.”
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The Commission stipulated in the order Vanguard obtained that “all DisCos shall within eight weeks from the commencement of this Order, deploy a complaint management and ticketing platform” and “they must within three months from the commencement of this Order, deploy fully featured customer engagement platforms.”
The order will go into effect on September 1, 2023, and it will remain in effect until it is changed or canceled by orders issued later by the Nigerian Electricity Regulatory Commission.
However, NERC reported that “The DisCos cumulatively received 249,683 complaints from consumers in 2023/Q1,” according to the report for the first quarter of 2023. 11,595 (4.44%) fewer complaints were made here than in the fourth quarter of 2022. The DisCos resolved 229,101 complaints altogether for a 91.76% resolution rate, which is comparable to the 91.38% achieved in the fourth quarter of 2022. More than 79% of all complaints received during the quarter came from customers who were unhappy with their meters, bills, or service interruption.
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