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Nigerians undergoing harrowing experiences in the hands of electricity distribution companies (DisCos) who are directing their grievances to the minister on account of the incompetence of the regulator, the Nigerian Electricity Regulatory Commission (NERC), may no longer get a listening ear.
Babatunde Fashola, minister of Power, Works and Housing in remarks yesterday at the 26th monthly power sector operators meeting which held in Ohiya Transmission substation, Umuahia, the Abia state capital, confirmed that the ministry is getting many complaints from different parts of the country.
“They should appropriately go to the DisCos and the private investors who own them. Government has handed over these assets as a business and no longer collects revenue for power from consumers since the sale of PHCN in 2013.Those who bought the DisCos and bill consumers must rise up to the responsibility of resolving consumer complaints,” Fashola said.
However, it is not difficult to see how customers are reluctant to send their complaints to NERC the sector regulator. On its website, it lists a three-step process to have complaints addressed.
First take it up with the DisCo in charge of the franchise area, then fill a form and forward to NERC consumer forum, then it can render a decision. But there is no indication regarding how quickly these complaints can be resolved.
The clearest evidence of the futility of this process is seen in the crowds of dissatisfied electricity consumers milling the halls of DisCos in their different franchise areas. Last week, our correspondent visited a customer care centre of Ikeja Electric on Ikorodu Road and found over two dozen complainants angry about the quality of the service.
On social media sites, Nigerians reel out their frustration with the process that seemed rigged in favour of DisCos who are allowed to play footsie with their consumers money and electricity supply.
Meanwhile, NERC on its website lists consumer rights to include that all new electricity connections must be done strictly based on metering before connection. That is, no new customer should be connected by a DisCo without a meter first being installed at the premises; all customers have a right to electricity supply in a safe and reliable manner.
It further said that all customers have a right to a properly installed and functional meter, all customers have a right to properly informed and educated on the electricity service, all customers have a right to transparent electricity billing.
“All Un-metered customers should be issued with electricity bills strictly based on NERC’s estimated billing methodology, it is the customer’s right to be notified in writing ahead of disconnection of electricity service by the DisCo serving the customer in line with NERC’s guidelines and all customers have a right to refund when over billed,” NERC says.
For millions of electricity users, this sounds like a pipedream. The Consumer Protection Council, at different forums have confirmed that complaints from the electricity sector tops the key issues consumers are angry about in Nigeria.
At a recent public interactive forum with NERC on March 24, Babatunde Irukere, director generation of CPC said “In other countries, you cannot even disconnect people anyhow, even when they owe. People in Nigeria are the same, and must be treated fairly.’
“And when people do business with you, and pay money to you reluctantly, it is social exploitation. It is because they have no choice. And that is mistreatment,” said Irukere.
Fashola urged the DisCos to improve service and ramp up collections but it is clear emphasis for the DisCos is placed on the latter.
“We have various payment options to make paying your bills easy and convenient. With options like internet/mobile banking, http://ie-payments.com/ , http://quickteller.com , the *565* USSD code, self-service POS points, etc. you can pay your bill anywhere, anytime,” Ikeja electric said on their social media post.
But customers do not have the same varied options to have their complaints resolved.
ISAAC ANYAOGU
