In the third quarter (Q3) of 2023, power distribution companies (DisCos) received a total of 333,947 complaints, adding up to a 2.47 per cent increase from the previous quarter.
Notably, Ibadan DisCo topped the list, receiving 17.93 per cent of total complaints, while APLE DisCo received the fewest (0.57 per cent).
Complaint trends varied across DisCos, with Benin, Jos and Ikeja experiencing declines of -47.85 per cent, -26.21per cent and -1.84 per cent respectively.
Conversely, Yola, Kano and Port Harcourt DisCos reported significant increases of +43.28 per cent, +17.46 per cent and +16.05 per cent in the number of complaints filed respectively.
The most frequently reported issues among the 333,947 complaints received by DisCos in Q3 ‘23 were metering with 57.31 per cent, billing (12.88 per cent) and service interruption (8.07 per cent).
Metering, billing and service interruption emerged as the most common issues, constituting 78 per cent of the total complaints. Despite the challenges, 94.98 per cent of the complaints were resolved in the quarter, with Kano DisCo leading with an impressive 99.71 per cent resolution rate.
In response to the rising concerns, the Nigerian Electricity Regulatory Commission (NERC) is implementing initiatives to enhance customer experience. The “N call centre” aims to centralise customer complaints, providing real-time visibility for improved monitoring of DisCos compliance with service standards.
The report states that the commission would have near real-time visibility into the filing and resolution of customer complaints by the DisCos, which will enhance its monitoring of DisCos’ compliance with customer service standards.
