Electricity Distribution Companies (DisCos) in Nigeria has been reminded of the importance to comply with the Order on Deployment of Customer Engagement Platforms, in accordance with regulatory framework established by the Nigeria Electricity Regulatory Commission (NERC).
Speaking at the training for Heads of Corporate Communications of DisCo Companies on NERC Capacity Strengthening for DisCos on Communication and Responsiveness to Consumers, held in Kano, Mrs. Olubusayo Femi-Oyewo, NERC PM, Legal, Licensing and Compliance told the gathering that “All DisCos were mandated to deploy customer engagement platforms within 3 months with the deadline of December 1,2023.If you do not do that, it will be a compliance issue.”
The participants were asked to be aware of the dispute resolution mechanism put in place, so as to avoid “working to repair damage, but to prevent it from happening.” She further stressed on various mechanisms in the Customer Protection Regulation such as all DisCos being required to establish customer complaints units, having customer complaint procedures, resolving complaints within fifteen days and complaints on meter accuracy and reconciliation of bills within one month.
In his contribution, Mr Michael Faloseyi, NERC AGM, Public Affairs, advised DisCos on how to improve their communication and responsiveness to customers, which is by spending time to build relationship with customers and customer groups. He charged them to get informed about the sector in order to develop the capacity to interact with the customers in the best way possible, “Be honest and ready to listen to customers no matter the pressure.”
The training was also an opportunity to highlight on the various rights of electricity consumers as encapsulated in NERC Regulations, the need for the DisCos to observe such rights and adhere strictly with the regulations, thereby establishing a good working relationship with the consumers.