By Kunle KALEJAYE

In exercise of its mandate, the Nigerian Electricity Regulatory Commission, NERC, recently developed a customer complaints forum to redress the mechanism for handling such complaints. The Commission also inducted a 25 man members for the forum’s unit in Abuja, to oversee such complaints and effectively tackle them.

Members of the Forum were drawn from different walks of life and organizations, including the Manufacturer Association of Nigeria (MAN); Consumer Protection Council (CPC); Non-Governmental Organisations (NGOs); Nigerian Society of Engineers (NSE); and the Nigerian Association of Chambers of Commerce, Industry, Mines & Agriculture (NACCIMA).

Those representing MAN are: Mr. Segun Ajayi, Engr. Nzewi Chukuemeka, Ali Madugu, Mr. Vincent Okuku and Dr. Babajide Taiwo., while Engr. Shamm Titus Kolo, Barr. Nwakwo Njideka,  Abubakar Ahmed, Erema Ransome Daka, and Barr. Oseni Yinka represented the CPC in the forum.

Other members included  Engr. Solomon Nyagba, Mr. Chukuemeka Okereke, Sulieman Bello, Engr. Emeka Unachukwu and Engr. Ismaila Olatunde Alapa, all from NACCIMA, while Ahaji Hashim Dikko, Mr. Juddy Okere, Naseer kwa ja’ afaru, Mr. Chisom Dike, Mrs. Eniola Oyedele represented the NGOs.

Members of the NSE in the forum are Engr. Jacob Fadupin, Engr. Steven Uzoechina, Engr. Ibrahim Idris Daho, Engr. Christopher Ahiakwo, and Engr. Oluyemi Akindiji.

The Forum, which is akin to an appellate court, is to handle complaints emanating from the DISCO. Any dissatisfied customer who still feels that they have not gotten the desired attention, or are dissatisfied with the outcome as addressed by the DISCO, can then appeal to the Forum, being the next level of redress in the system.

In addition, Standard and Procedures provides for the establishment of Customer Complaints Units (CCUs). The CCU is the dispute resolution platform set up by the Distribution Licensee (DISCO). The DISCO ‘s CCU represents the first stage of addressing customer complaints.

NERC therefore mandated that every DISCO to establish a CCU within its premises, which shall be responsible for receiving and resolving customer complaints.

According to NERC Chairman, Dr. Sam Amadi, all further appeals from the Forum are to be made to the Commission for further actions. But where the consumer still feels dissatisfied with the Judgment, he reiterated that he or she is free to move the case to the conventional courts.

Other steps taken by NERC to ensure that customers complaint are addressed include the establishment of Connections and Disconnections Procedures for Electricity Services that seeks to provides customers with electricity at their homes or business places. It also explained the procedures for obtaining such a supply and the documentation required.