Customer Units In Nigeria’s Power Sector: Bridging The Gap Or Ignoring Consumer Rights? (OPINION)

By Isaac Asabor

There is no denying the fact that the essence of customer units within Nigeria’s electricity distribution companies (Discos) cannot be overstated. These units serve as the direct interface between Discos and their customers, ensuring that consumer concerns, complaints, and service requests are promptly addressed. In a sector plagued by issues like irregular supply, billing disputes, and inadequate metering, the role of customer units becomes indispensable. But are these units truly living up to their responsibilities, or are they merely paying lip service to customer care?

In Nigeria’s power sector, consumer trust is often strained due to persistent service delivery issues. With the current challenges faced by the electricity industry, customer units are meant to serve as a critical bridge, addressing customer grievances while fostering transparency. Unfortunately, the reality is often far from this ideal.

One of the primary functions of customer units is to facilitate a transparent billing process. Historically, many Nigerians have struggled with the issue of estimated billing, which leads to inflated charges that do not reflect actual electricity usage. This billing system has been a major source of contention between consumers and Discos, leading to frequent disputes. For instance, customers are often slapped with exorbitant bills even when they have experienced prolonged power outages.

By providing platforms where consumers can query their bills, resolve metering issues, and report service faults, customer units are theoretically designed to enhance satisfaction and promote accountability. They are also responsible for disseminating information regarding new policies, tariff adjustments, and scheduled maintenance to keep consumers informed. This is particularly important in a sector where transparency is critical to fostering trust.

However, despite the existence of these customer-facing units, many consumers continue to feel that their voices are not heard. Complaints often go unresolved, and communication from the Discos can be sporadic at best. For a country that relies heavily on electricity for both household needs and business operations, this inefficiency in customer service is not just an inconvenience, it is a significant barrier to economic progress.

One of the most persistent complaints from consumers is the lack of adequate notice regarding power outages. Across Nigeria, residents often find themselves suddenly plunged into darkness without any prior warning. This abrupt loss of electricity can disrupt daily activities, especially for small businesses that rely on power for their operations. In a country where unemployment is high and many citizens engage in small-scale enterprises to survive, the impact of unexpected outages can be severe.

In such situations, consumers expect timely communication from the Discos, explaining the cause of the blackout and providing an estimate of when power will be restored. Unfortunately, these expectations are rarely met. Rather than treating electricity as a critical service that affects lives and livelihoods, the Discos often seem indifferent to the plight of their customers. This lack of communication not only frustrates consumers but also erodes their trust in the service providers.

Worse still, power interruptions are frequently followed by an unsettling silence from the service providers. Rarely do customers receive apologies or any form of communication explaining the cause of the outages. In a sector that is supposed to prioritize customer satisfaction, this lack of accountability is unacceptable. It shows a disregard for consumer rights, especially given that these same customers are expected to pay exorbitant electricity bills promptly.

The issue of estimated billing has been a thorn in the side of Nigerian consumers for years. Despite efforts to introduce prepaid meters, many areas are still subjected to estimated billing practices. This billing method often leads to disputes as customers feel they are being overcharged for power they did not consume. While customer units are meant to address these disputes, the process is often slow and cumbersome, leaving customers dissatisfied.

The Nigerian Electricity Regulatory Commission (NERC) has repeatedly emphasized the need for Discos to prioritize metering as a solution to the billing controversy. However, the pace of metering implementation has been slow, with many consumers still awaiting the promised prepaid meters. The lack of adequate metering infrastructure means that disputes over bills will continue to be a significant issue, placing additional strain on the already overburdened customer service units.

In industries where customer dissatisfaction can lead to widespread distrust, an efficient customer unit is essential for retaining consumer loyalty. Quick response times, clear communication channels, and the willingness to escalate unresolved issues to higher management are all necessary components of an effective customer service strategy. Unfortunately, many Discos fall short in these areas, leaving consumers feeling ignored and undervalued.

There have been calls for stricter regulatory oversight to ensure that Discos prioritize customer care. While the NERC has issued guidelines on customer service, enforcement remains a challenge. Without meaningful penalties for non-compliance, Discos continue to operate with little regard for consumer rights.

To understand the severity of the situation, one needs only to listen to the experiences of ordinary Nigerians. For instance, in Lagos, residents of a particular neighborhood reported that they were without power for over a week without any prior notice or explanation from their local Disco. When they reached out to the customer unit, they were met with vague responses, leaving them in the dark—both literally and figuratively.

Similarly, in Abuja, a small business owner complained about being overcharged for electricity despite being on a prepaid meter. His attempts to resolve the issue with the Disco’s customer unit proved futile as his complaints were ignored for weeks. These stories highlight the systemic issues within the customer service frameworks of Nigerian Discos.

There is an urgent need for Discos to overhaul their customer service strategies to align with best practices. Improving consumer relations will require a concerted effort to prioritize transparency, accountability, and empathy.

In fact, there is an urgent need for improvement of customer service in the power sector by enhancing communication channel, carrying out of proactive notifications, organizing regular training of customer service representatives, embarking on strict regulatory oversight, and entrenching customer feedback mechanism

Besides, Discos must establish multiple communication channels that are responsive to consumer complaints. These channels should include call centers, social media platforms, and online portals where consumers can easily access information and lodge complaints.

In a similar vein, Discos should adopt proactive communication strategies to notify customers of planned outages, tariff changes, or other disruptions. This could involve automated SMS alerts or email notifications to keep consumers informed.

Also, investing in regular training programs for customer service staff is essential to equip them with the skills to handle customer complaints professionally and efficiently.

In fact, the NERC should enforce stricter penalties for Discos that fail to meet customer service standards. Regular audits of customer units should be conducted to ensure compliance.

Also in a similar vein, implementing feedback mechanisms where customers can rate their service experience can help identify areas for improvement. This can also serve as a way for Discos to regain consumer trust.

The effectiveness of customer units within Nigeria’s electricity distribution companies is a crucial determinant of consumer trust in the power sector. While these units are meant to serve as the first point of contact for consumers, the current state of customer service leaves much to be desired. With persistent issues like irregular supply, billing disputes, and poor communication, Nigerian consumers are left feeling frustrated and helpless.

For Nigeria to achieve its goal of a stable and efficient power sector, Discos must prioritize customer satisfaction as a core aspect of their operations. Only by addressing the grievances of consumers and fostering a culture of transparency and accountability can the power sector truly progress. Until then, the gap between Discos and their customers will remain wide, leaving many Nigerians questioning whether their voices will ever be heard.