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Existing Structures For The Protection of Consumer Rights in The Nigerian Electricity Market
Existing Structures For The Protection of Consumer Rights in The Nigerian Electricity Market
Existing Structures For The Protection of Consumer Rights in The Nigerian Electricity Market
TOPIC:
A PAPER PRESENTED BY
ENGR. O.C.AKAMNONU.
CEO. ENUGU ELECTR. DIST.COMPANY.
OUTLINE
1. INTRODUCTION
4. TURNING POINT
7.0 SUMMARY
8.0 CONCLUSION
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INTRODUCTION
In keeping with global trends and expectations under the
Reform Program, structures for Consumer Rights
Protection need to be reviewed and reinforced for
effectiveness where necessary.
From 2001 when internally driven Reforms started, emphasis shifted to the
consumer as the main focus of Business
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MAIN FEATURES OF THE ELECTRICITY INDUSTRY
PRE - 2001
Monopoly
Market was guaranteed
Efficiency and profitability were non-issues
Vertically integrated administrative structure
Salaries and overheads were guaranteed
Capital projects funded by Federal Government through
annual budgetary provisions.
Customer care was not the main focus of business
Quality of service delivery was poor
Billing operation was manual and characterized by
inefficiencies.
Enabling Decree (Act) still in force and immunity
therefore still in place.
Contract of power supply for electricity was tilted in
favour of the service provider.
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TURNING POINT
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POST 2001 SCENARIO
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CONSUMER RIGHTS PROTECTION -
UNDER SERVICOM
The concept of Consumer Rights Protection is contained in the
Customer Service Charter summarized as follows:
Right to adequate and quality electricity for at least 15hrs daily when
not on load shedding.
Right to credible bills within the billing month.
Right to be appropriately metered and connected to the network.
Right to periodic information on tariff.
Right to adequate notice prior to disconnection.
Right to rapid response to fault / complaints
Right to proper identification of visiting field officers
Right to prompt attention
Right to free access to Customer Care Centres
Right to be issued with receipt for all payments
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STRUCTURE FOR CONSUMER RIGHTS PROTECTION
IN ENUGU ELECTRICITY DISTRIBUTION COMPANY
Customer Care
Project care
Personalized marketing
High profile debt reconciliation & management
Rural complaints & Debts management
Special purpose customer Management
Data Analysis & Forecast
On-Site meter maintenance Unit
Anti corruption & transparency Unit
Customer complaints
Prepayment Metering Tech
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CUSTOMER COMPLAINS HANDLING FAULTS
Deployment of faults
clearing and rapid
response vans
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STRUCTURE ON MAIN FEATURES EFFECTIVENESS / REMARKS
GROUND ACHIEVEMENT
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STRUCTURE ON MAIN FEATURES EFFECTIVENESS / REMARKS
GROUND ACHIEVEMENT
HIGH PROFILE Thoroughly investigate aged debts Restoration of Operational
DEBTS
RECONCILATION Investigation and reconciliation faith in the
AND customer complaint on huge debts company as a Guaranteed
MANAGEMENT business partner
Reduces cases of doubtful billing and source of
encourage payment Improvement in about 9% of
Reaches out to customer caught in collection zonal monthly
huge debts and proposes payment plan Huge reduction in revenue
aged debt profile
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STRUCTURE MAIN FEATURES EFFECTIVENESS / REMARKS
ON GROUND ACHIEVEMENT
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RADIO AND TV Audience participants clear Very popular for Operational
PROGRAM their doubts while listeners information and
SPONSORSHIP are better educated. education of
Regular feature in All customers
business units. The HQ has
been sponsoring such for 3
years
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REDRESSAL MACHINERY
ANTI Investigates customers petition A number of cases
CORRUPTION against any staff on corruption or have been treated by
CRUSADE extortion the committee which
Disciplines erring staff is present in all
Restores customers confidence in business units.
doing business with us Proven cases of anti
customer behaviours
or corruption fully
addressed and the
customer notified.
COMLAINTS For receiving letters from customers Letter in this box
BOX on anti customer behaviour of staff form source
Provides avenue for customers to information for the
express their grievances to higher anti corruption
management committee.
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GAP ANALYSIS
S/N CONSUMER RIGHTS EFFECTIVENESS NEXT STEP
ATTAINED
1. Right to adequate and quality - Poorly addressed due to - Improvement of
electricity for at least 15hrs inadequate generation, weak generation and other
daily when not on load
shedding. transmission and distribution infrastructure
infrastructure, etc
2. Right to credible bills within the - Poorly addressed due to poor - Improvement of
billing month metering infrastructure, metering and billing
preponderance of obsolete technology &
meters, etc infrastructure
3. Right to be appropriately - Fairly addressed through local - Improvement of
metered and connected to the initiatives. metering technology
network. - On-sight meter rehabilitation through replacement of
- Temporary direct connection obsolete meters and
deployment of
prepayment meters
4. Right to periodic information on - Adequately addressed - Strengthen existing
tariff. program on meter
through local initiatives.
- Periodic publication of tariff installation
5. Right to adequate notice prior - Fairly addressed through local - Expand existing
to disconnection. initiatives. program on regular meter
- Use of disconnection notice reading and prompt bill
distribution 21
S/N CONSUMER EFFECTIVENESS NEXT STEP
RIGHTS ATTAINED
6. Right to rapid - Fairly addressed through local There is room for
response to faults / initiatives improvement with more
complaints - Rapid response teams funding
- Ultimate care project
7. Right to proper - Adequately addressed - More funding required
identification of for improvement
visiting field officers - Insistence on use of ID cards
- Inclusion of names & GSM nos
of officers on the bill [marketers]
8. Right to prompt - Adequately addressed Sustenance of
attention performance
9. Right to free access - Adequately addressed Sustenance of
to Customer Care performance
Centres
10. Right to be issued - Adequately addressed - Sustenance of
with receipt for all performance
payments
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SUMMARY
Consumer Rights protection is a global phenomenon which
awareness is growing.
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