The Nigerian Electricity Regulatory Commission (NERC) said an average of 1,185 electricity complaints about various electricity services rendered by power distribution companies were made in the third quarter of 2017.
According to a quarterly report on Tuesday by the commission, a total of 109,048 complaints were laid by the customers in the review quarter.
The commission said out of the 109,048 complaints received, the power firms were able to resolve 83,784, while 25,264 complaints could not be resolved.
It said Benin DisCo had the highest number of complaints of 34,238 followed by Ikeja DisCo with 21,082 complaints, while Yola DisCo recorded the lowest number of complaints, which according to the power regulator was a reflection of better quality of service by Yola compared to other distribution companies.
It added that metering and billing dominated the customers’ complaints, accounting for 60 percent (65,429) of the total complaints received during the period under review.
“This implies that, on average, 711 people complained about metering and billing per day. Another issue of serious concern to customers is quality of supply, accounting for 21 percent of the total customer complaints,” the report added.
A further breakdown shows that complaints on metering accounted for 33 percent of the total complaints, billing followed with 27 percent, while complaints on supply interruption, unsatisfactory services (others), disconnection, voltage, load shedding and delay in connection accounted for 21 percent, 7 percent, 6 percent, 3 percent, 2 percent and 1 percent, respectively.
The NERC said it had continued to monitor the complaint-handling and resolution process adopted by the DisCos, adding that it had continued to monitor the operation of its Forum Offices set up “to adjudicate on complaints that are not adequately resolved to the customers’ satisfaction by the customer care unit of the responsible DisCos.”
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