*As billing, metering top list
01 September 2018, Sweetcrude, Lagos — Power sector operator, the Nigerian Electricity Regulatory Commission, NERC, in its newly released report, said distribution companies, DisCos received an average of 1185 complaints per day in the third quarter of 2017.
According to the commission, a total of 109,048 complaints were lodged by customers to the DisCos in the period under review. This translates to an average of 1185 complaints per day.
Of the total complaints lodged, however, 76% were resolved.
Specifically, billing and metering constituted the major concern for electricity customers in Nigeria, accounting for 60% (65,428) of the total complaints received during the quarter under review.
Statistics obtained indicate that interruption of supply accounted for 21% of the total customer complaints during the quarter, implying that one in every five customers is unsatisfied with the quality of supply from the grid.
Others include, unsatisfactory services, 7%, Voltage, 3%, load shedding, 2 %, delay in connection, 1%, disconnection related, 6%, billing related, 27%, and metering, 33%.
The Commission says it continues to monitor the complaint handling and resolution process adopted by DisCos.
“Furthermore, the Commission has, on a continuous basis, monitored the operation of its Forum Offices set up to adjudicate on consumers’ complaints that are not adequately resolved to the customers’ satisfaction by the customer care unit of the responsible DisCos”.