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- The NERC has instructed electricity distribution companies to establish and operate customer care centers
- The move to open customer care centers is in response to complaints from a growing number of customers
- There are there are 11 Electricity Distribution Companies (DisCos) servicing Nigerians across the country
The Nigerian Electricity Regulatory Commission (NERC) has mandated electricity distribution companies (Discos) to establish consumer engagement platforms.
The Discos are expected to set up the platform within the next three months, beginning from September 1, 2023.
Photo credit: Pius Utomi Ekpei
Source: Getty Images
The directive was contained in a document from NERC, with order number: NERC/2023/006, and titled, ‘Order on deployment of customer engagement platforms’ Punch reports.
The document reads:
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“This order shall take effect from September 1, 2023 and shall remain in force until amended or revoked by subsequent orders issued by the NERC.”
“The call centre will also provide an additional avenue for monitoring Discos’ service quality and delivery to their customers.
”The power sector regulator noted that a consultant was engaged by the commission for the deployment of the call centre.
“The findings of preliminary investigations conducted revealed that some Discos were yet to deploy call centres and those that had deployed call centres had done so with infrastructure/specifications that failed to meet the requirements of the commission.”
The Discos expects to bear the cost of deploying customer engagement platforms, while NERC said it will monitor the order’s implementation to ensure Discos comply.
“All Discos are expected to have full-featured customer engagement platforms that integrate seamlessly with the system deployed by the commission.”
The order is the latest in a series of measures NERC took to improve the performance of the power sector in Nigeria.
Despite unreliable power supply, the Nigerian govt says exporting electricity to Benin, Niger strategic
Meanwhile in another report, Legit.ng revealed that Nigeria has continued to sell electricity to neighbouring countries despite many Nigerian homes not having access to power.
Recently, Nigeria’s electricity generation collapsed to 3,876MW, its lowest level in months and has remained below 5,000mw when the country needs over 28,000mw.
According to the Nigerian Electricity Regulatory Commission (NERC), Nigeria has a total of 8, 310,408 registered active electricity customers.
Source: Legit.ng
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