A Review of the Nigerian Energy Industry

PHED reinforces bill reconciliation strategies to resolve complaints

PHED reinforces bill reconciliation strategies to resolve complaintsMkpoikana Udoma

01 March 2019, Sweetcrude, Port Harcourt — Determined to rid its system of over-billing issues, the Management of Port Harcourt Electricity Distribution Company, PHED, says it has introduced new strategies to resolve customers’ complaints.

To this end, the Disco has set aside two days in a month across all its Integrated Business Centres, IBCs, in Akwa Ibom, Bayelsa, Cross River and Rivers states for special reconciliation of customers’ accounts with billing related issues.

Manager, Corporate Communications, PHED, Mr. John Onyi, said the company was determined to ensure resolution of customers’ complaints about maximum satisfaction, aimed at increasing loyalty and cordial relationship.

Onyi explained that the exercise would start by 9.00am till 5.00pm on each day earmarked, and urged customers with perceived overbilling, equipment failure, non-reading of meters should avail themselves the opportunity offered to get their issues resolved on-the-spot.

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He stated that the exercise which is tagged PHED Bill Revision Camp, would be carried out fortnightly and the dates would be communicated to her customers accordingly.

According to him, “Customers are required to fill the voluntary load declaration form which has been in circulation and return same to the office, this would enable PHED to carry out adjustment if required.

“Therefore, visit any PHED office nearest to you on the set date and get your complaint instantly resolved. This is one of the initiatives PHED has put in place to reconcile all customers’ accounts with billing issues,” Onyi said.

Onyi recalled that the bill revision camp was first flagged off on 13th September 2018, with subsequent ones on 16th and 30th October 2018, as well as on 7th and 23rd November 2018.

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The Port Harcourt Disco added that since the inception of the program by the company, only 15,560 customers have availed themselves the opportunity of getting their accounts reconciled and they have benefitted from the exercise.

PHED said in this year, the bill revision initiative has already been carried out on 13th and 14th February 2019, while assuring that the company would continue to improve on its service delivery aimed at fostering a mutual relationship.

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