FCCPC tasks Discos on quick response to customers’ complaints

The Federal Competition and Consumer Protection Commission (FCCPC) has advised distribution companies to design a quick response mechanism in addressing customers’ complaints within their networks.

Acting Executive Chairman, FCCPC, Mr Adamu Abdullahi gave the advice during the weekend in Lagos at the end of a four-day one-stop-shop for addressing billing, metering, transformer, connection, disconnection, customer service and other electricity consumer issues in Ikeja Disco coverage areas.

The forum was organised by FCCPC.

Abdullahi said that the highest number of complaints received by the commission was in the power sector, which created more concerns to call for the forum.

Abdullahi said that this also enables FCCPC, with the support of MacArthur Foundation, to embark on a nationwide tour to meet the consumers and hear their complaints.

According to him, the forum is an intervention to bring all the stakeholders together to listen to consumers’ complaints and resolve them.

The executive chairman added that FCCPC would also get commitment from Discos on a time-frame within which such complaints have to be resolved.

According to him, the commission also ensured that the Nigeria Electricity Regulatory Commission (NERC) and the Nigerian Electricity Management Services Agency (NEMSA) joined in the forum.

“The major complaints received from all over the country is on over billing, community transformer problems, disregard of metering and regulations from NERC with respect to disconnection, energy tapping, tariff band classification

“Other issues also had to do with account reconciliation, adjustment bottlenecks, disconnection without notice, and billing before connection of the billed property with electricity.

“These are issues that are very serious for consumers, and when they request reconciliation most of the time the DISCOs are not forthcoming.

“That is why complaints are brought to the NERC and FCCPC, which is the last resort apart from the court,” he said.

The FCCPC boss, however, advised Discos to be more forthcoming in addressing customers’ complaints quickly, adding, “this is not our core competence.”

“They have the primary responsibility of offering services to their consumers and resolving these complaints.

“The consumers should have confidence in their service providers and feel free to complain to them first because that is what the law says.

“We appeal to the complainants not to take the law into their own hands but ensure that they lodge their complaints in the right manner.

“We are here to resolve the issues. To sit down with complainers and the people who would normally resolve these complaints.

“Our resolution is to resolve all these problems in these few days we are here or give a timeline to dispose of the complaints. If they fail, you are free to report to our Lagos office.

“We give you the assurance that specifically we are here for you. Please feel free to use our services.