Nigerian Electricity Regulatory Commission (NERC) has ordered electricity distribution companies (Discos) to set up customers interaction platforms or risk sanctions.
According to a statement by the regulatory body, the Discos are expected to set up the platforms before December, 2023.
The directive was contained in a document from NERC, with order number: NERC/2023/006, and titled, ‘Order on deployment of customer engagement platforms’
The document reads: “This order shall take effect from September 1, 2023 and shall remain in force until amended or revoked by subsequent orders issued by the NERC.
“The call centre will also provide an additional avenue for monitoring Discos’ service quality and delivery to their customers.
“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.”
The Discos are expected to bear the cost of deploying customer engagement platforms, while NERC said it will monitor the order’s implementation to ensure Discos comply.
“All Discos are expected to have full-featured customer engagement platforms that integrate seamlessly with the system deployed by the commission.”
The NERC recently approved an increase in the prices of prepaid electricity meters to N81,975.16k from the previous price of N58,661.69k.
Similarly, the price of a three-phase meter was increased to N143,836.10k from N109,684.36k.
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