{"id":666,"date":"2021-03-01T01:54:07","date_gmt":"2021-03-01T01:54:07","guid":{"rendered":"https:\/\/mydailybells.com.ng\/businessbells\/?p=666"},"modified":"2021-03-01T01:54:07","modified_gmt":"2021-03-01T01:54:07","slug":"discos-receive-407622-complaints-from-customers-in-six-months","status":"publish","type":"post","link":"https:\/\/mydailybells.com.ng\/businessbells\/discos-receive-407622-complaints-from-customers-in-six-months\/","title":{"rendered":"Discos Receive 407,622 Complaints From Customers In Six Months"},"content":{"rendered":"
Electricity distribution companies in the country received a total of 407,622 complaints from their customers in the first half of 2020, the latest data from the Nigerian Electricity Regulatory Commission have shown<\/strong><\/span>.<\/h6>\n

 <\/p>\n

Customers of the 11 Discos lodged 204,506 complaints in the first quarter of 2020 and 203,116 complaints in Q2, indicating an average of more than 2,200 complaints per day, according to NERC.<\/p>\n

 <\/p>\n

\u201cIn total, the Discos attended to 189,684 complaints, representing an increase of 1.09 percentage points from the preceding quarter,\u201d it said in its latest quarterly report, adding that Ibadan and Benin Discos had the lowest customers\u2019 complaints resolution rates in the period.<\/p>\n

 <\/p>\n

Enugu Disco received the highest number of customer complaints during Q2, while Yola Disco got the lowest.<\/p>\n

 <\/p>\n

\u201cIt is noteworthy that both Enugu and Yola have consistently recorded the highest and the least customer complaints respectively since the second quarter of 2019,\u201d the regulator said.<\/p>\n

 <\/p>\n

It said the Discos\u2019 customer complaints centred on service interruption, poor voltage, load shedding, metering, estimated billing, disconnection, delayed connection, among others.<\/p>\n

 <\/p>\n

\u201cThe number of complaints on metering and billing increased and still dominates the customer complaints during the quarter under review,\u201d NERC added.<\/p>\n

 <\/p>\n

According to the commission, metering and billing accounted for 44.51 per cent (i.e., 90,408) of the total complaints received during Q2 2020 as against 42.96 per cent (i.e., 87,854) recorded in the preceding quarter.<\/p>\n

 <\/p>\n

It said, \u201cAnother issue of serious concern to customers is service interruption and disconnection which respectively account for 20.37 per cent (41,381) and 10.55 per cent (21,427) of the total customer complaints during the quarter.<\/p>\n

 <\/p>\n

\u201cTo address customers\u2019 complaints, the commission, on a continuous basis, monitors the complaint handling and resolution process adopted by Discos.\u201d<\/p>\n

 <\/p>\n

NERC said it had been implementing some of the recommendations from the review of the Discos\u2019 compliance with service standards conducted in 2018.<\/p>\n

 <\/p>\n

According to the report, the commission is strictly monitoring the Discos\u2019 compliance to its directive on monthly submission of their customers\u2019 complaints reports to ensure timely regulatory interventions when necessary.<\/p>\n

 <\/p>\n

The commission said it had also commenced the review of its strategy of monitoring Discos\u2019 customers\u2019 complaint handling and resolution process with a view to further improve its regulatory oversights on Discos\u2019 handling of customer complaints.<\/p>\n

 <\/p>\n

It said, \u201cThis includes, but not limited to, the review of the operation of the commission\u2019s Forum Offices, which are set up to redress the customers\u2019 complaints that are not adequately resolved by the Discos.<\/p>\n

 <\/p>\n

\u201cSimilar to the category of complaints received by the Discos, billing issue topped the complaints received by the Forum Offices, accounting for 41.95 per cent of the total.\u201d<\/p>\n

 <\/p>\n

NERC said this implied that billing issue was mostly the complaint not satisfactorily resolved by Discos\u2019 customer care units.<\/p>\n","protected":false},"excerpt":{"rendered":"

Electricity distribution companies in the country received a total of 407,622 complaints from their customers in the first half of 2020, the latest data from the Nigerian Electricity Regulatory Commission have shown.   Customers of the 11 Discos lodged 204,506 complaints in the first quarter of 2020 and 203,116 complaints in Q2, indicating an average […]<\/p>\n","protected":false},"author":1,"featured_media":667,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[16],"tags":[403,404,402],"class_list":["post-666","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-energy","tag-complaints","tag-customers","tag-discos"],"yoast_head":"\nDiscos Receive 407,622 Complaints From Customers In Six Months — Business Bells<\/title>\n<meta name=\"description\" content=\"Customers of the 11 Discos lodged 204,506 complaints in the first quarter of 2020 and 203,116 complaints in Q2, indicating an average of more than 2,200 complaints per day, according 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