NERC Launches Power Outage Reporting System to Address Customer Complaints

The Nigeria Electricity Regulatory Commission (NERC) has launched a power outage reporting system to address customers' complaints and power disruptions in the country. The app, introduced by NERC Chairman Sanusi Garba, is part of the commission's efforts to ensure distribution companies (DisCos) comply with set tariffs and regulations that protect consumer rights.

In line with NERC's recently launched consumer protection regulation, the app provides a timeframe within which DisCos are expected to resolve complaints lodged by customers. By monitoring DisCos' adherence to these standards, NERC aims to improve the quality of service delivery in the Nigerian electricity sector.

Speaking at the launch event in Abuja, Sanusi Garba highlighted the importance of the new app in promoting accountability and oversight. He stated, "This particular app that we have launched is supposed to assist the commission in monitoring that DisCos are complying with the standards set out in that regulation."

The power outage reporting app also aims to enhance the accuracy of data collection. Christopher Ezeafulukwe, the managing director of the Abuja Electricity Distribution Company, emphasized the significance of customer feedback for improving service delivery. He noted, "Feedback from our customers is actually for the distribution company, what I would call our feedstock."

Ezeafulukwe further expressed optimism about the app's potential to support data-based decision-making and help sustain and protect the value created by DisCos.

The power outage reporting app is being launched initially in Abuja, with plans for a national rollout across all distribution companies. The app will undergo testing and refinement during the initial phase in Abuja, with subsequent expansions to other regions based on the level of complaints received.

According to Aisha Mahmud, the commissioner of consumer affairs at NERC, the app was developed in collaboration with DisCos and utilises various channels for customer complaints. Customers can access the app via the web or mobile platforms by using their meter numbers. The app then enables them to log complaints and automatically informs other customers on the same feeder to confirm the power outage.

The app also establishes a resolution timeline for DisCos to address the complaints. Once the DisCo resolves the complaint, an update is sent through the app to notify the customers. Mahmud stated, "The app will automatically send another confirmation request to those customers on that particular feeder."

The introduction of the power outage reporting system demonstrates NERC's commitment to enhancing transparency, accountability, and quality of service in the Nigerian electricity sector. Through the app, customers can actively participate in reporting and resolving power outages, ultimately contributing to improved electricity services across the country.

Source of content: OOO News 2023-09-12 News

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