The Nigerian Electricity Regulation Commission (NERC) has disclosed plans to establish call centres to monitor and improve ways customers complaints are resolved by Distribution Companies (DisCos).
In an order jointly signed by the commission’s Chairman and Commissioner Legal, Licencing and compliance, Sansui Garba and Dafe Akpeneye, respectively, the measure was taken due to feedback that customers are dissatisfied with the rate of resolution of complaints filed with DisCos.
The order, which took effect on 1 September would provide near real-time visibility of customer complaints filed with DisCos and provide an additional avenue for monitoring DisCos’ service quality and delivery to their customers.
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“The findings of preliminary investigations conducted revealed that some DisCos were yet to deploy call centres and those that had deployed call centres had done so with infrastructure/specifications that failed to meet the requirements of the Commission.”
