John Doe
Fri, Sep 8, 2023 8:55 AM

NERC to Establish Call Centres to Monitor and Improve Complaint Resolution by DisCos

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NERC to Establish Call Centres to Monitor and Improve Complaint Resolution by DisCos
The Nigerian Electricity Regulation Commission (NERC) has announced plans to set up call centres to enhance the resolution of complaints filed by customers with Distribution Companies (DisCos). This move follows feedback from dissatisfied customers regarding the slow pace of complaint resolution by DisCos. The establishment of call centres will provide real-time visibility of customer complaints and enable better monitoring of service quality and delivery by DisCos.

The Nigerian Electricity Regulation Commission (NERC) has taken a significant step towards improving customer service in the power sector. In an order jointly signed by the commission's Chairman, Sansui Garba, and Commissioner Legal, Licencing and Compliance, Dafe Akpeneye, NERC has decided to establish call centres to monitor and improve the resolution of customer complaints filed with Distribution Companies (DisCos).

The decision was prompted by feedback from customers expressing dissatisfaction with the slow pace of complaint resolution by DisCos. With the establishment of call centres, NERC aims to ensure near real-time visibility of customer complaints and provide an additional avenue for monitoring DisCos' service quality and delivery to their customers.

This move signifies a positive development for Nigerian electricity consumers. Currently, customers face various challenges when filing complaints, including non-responsiveness from DisCos and delays in resolution. By implementing call centres, NERC intends to address these issues head-on and create a more customer-centric approach to complaint resolution.

The call centres will serve as a dedicated platform for customers to voice their concerns, seek assistance, and provide feedback on the services provided by DisCos. With trained representatives handling customer queries, the hope is that complaints will be addressed promptly and efficiently, leading to a higher level of customer satisfaction.

Additionally, the call centres will enable NERC to closely monitor the service quality and delivery of DisCos. Through real-time visibility of customer complaints, NERC will be able to identify systemic issues and take proactive measures to rectify them. This will ultimately result in improved service standards and a more reliable and responsive electricity supply for consumers.

NERC's order regarding the establishment of call centres came into effect on 1 September, signaling the commission's commitment to resolving customer complaints effectively. By setting a deadline for implementation, NERC is ensuring that DisCos prioritize the establishment of call centres and allocate the necessary resources to support their smooth operation.

The move towards establishing call centres aligns with NERC's broader mandate to regulate and oversee the Nigerian power sector. Customer satisfaction and service quality are key aspects of this mandate, and the establishment of call centres is a decisive step towards achieving these goals.

In conclusion, the Nigerian Electricity Regulation Commission's plans to establish call centres to monitor and improve complaint resolution by DisCos is a positive development for electricity consumers. This move will provide customers with a dedicated platform to voice their concerns and seek assistance, while also enabling NERC to monitor service quality more effectively. By working towards resolving customer complaints efficiently, the power sector can create a more customer-centric approach that leads to greater satisfaction and reliability for all consumers.

Source of content: OOO News 2023-09-08 News

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