The Nigerian Electricity Regulatory Commission (NERC) says electricity consumers made 222,639 complaints to the electricity distribution companies (DisCos) in the fourth quarter of 2021.
This is contained in the 2021 fourth-quarter report by NERC on Thursday.
According to the Commission, the complaints represented 9.91 per cent less of the 24,479 complaints received in Q3 of 2021.
A total of 212, 382 complaints representing 95.38 per cent were resolved, the report indicated.
“Metering, billing, and service interruption were the prevalent sources of customer complaints, accounting for 58.83 per cent of the total complaints during the quarter.
“The commission is introducing initiatives to address this category of complaints such as the independent verification of DisCos compliance with the capping regulation that protects unmetered customers from overbilling.
The report also said that forum panels reviewed unresolved disputes at DisCos Complaint Handling Units (“ DisCos-CCU”), as enshrined in the commission’s Customer Complaints Handling Standards and Procedure (“CCHSP”) Regulations.
It said that in Q4, the NERC Forum Offices had a total of 2,359 active complaints inclusive of the pending complaints from Q 3, 2021, 774 complaints from customers who were dissatisfied with DisCos’ decision on their lodged complaints.
“During the period, the forum panels held 72 Hearings and resolved 1,636 which are 69.35 per cent of the complaints lodged at forum offices nationwide, this means 723 complaints are yet to be resolved.
“To ensure a more efficient customer complaint resolution process, the Commission continues to push for an improvement in the quality of complaint resolution at the CCU of the DisCos.
“This includes the establishment of additional forum offices as well as the creation of alternative complaint resolution channels,” it said.
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