CUSTOMERS under Band A can seek redress should their respective Electricity Distribution Companies (DisCos) fail to supply the minimum of 20 hours of power supply they should enjoy under the band following the latest tariff increment.
Already, the Nigerian Electricity Regulatory Commission (NERC) has directed all 11 DisCos to publish customer care numbers on their websites and send out bulk text messages regarding complaints that could arise from the tariff increment.
Recall that NERC approved a 300 per cent hike in the electricity tariff to N225 ($0.15) per kilowatt-hour from N68. This increase took effect from April 1.
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Accordingly, power distribution companies can raise the electricity tariff to N225 ($0.15) per kilowatt-hour for those on Band A from April 1.
NERC, in response to consumers’ concerns about the increment, clarified that consumers in Band A were eligible for compensation should the distribution companies default in their power supply service commitments to them.
“NERC has put in place several measures to ensure compliance and service delivery under the new tariff structure,” NERC Commissioner Consumers Affairs, Aisha Mahmud told The ICIR.
“Please note that persistent failure to meet service levels of at least 20 hours daily for seven consecutive days will result in the automatic downgrade of the feeder. Affected customers will be eligible for a 50 per cent increase in compensation, as stipulated by NERC regulations,” she emphasised.
In a further clarification through a NERC supplementary Order on the Multi-Year Tariff Order MYTO, issued on Thursday, April 4,-the regulator directed that “the DisCos shall set up a rapid response team to ensure effective service delivery on the committed minimum hours of supply to each service Band commencing with Band A feeders effective from April 3, 2024.
“The MYTO Order also directed that the team shall ensure timely response to customers’ complaints, faults clearing, and alignment with Transmission Company of Nigeria-TCN regional teams for effective load management and optimized dispatch to respective feeders, “the regulator said.
It further stated that DisCos should publish the contact numbers of the rapid response team from each customer cluster/business unit on its website and circulate them to the customers via bulk SMS, commencing with Band A no later than noon on Friday, April 5.
“Where the Disco fails to deliver on the committed level of service on Band A feeder for two consecutive days, the Disco shall on the next day by 10.00 am publish on its website an explanation of the reasons for the failure and update the affected customers on the timeline for restoration of service to the committed service level,” it added
The ICIR reported that the Discos were ripping customers off through the tariff band methodology, as customers were not being supplied with hours of electricity commensurate to their bands.
Despite not receiving the required hours of electricity, customers, mostly those on higher bands, pay higher tariffs for power supply, which is mostly epileptic across Nigeria.
“There have been issues of distrust between the DisCos and consumers. I’m still worried about how the DisCos can grow this trust with the consumers. You can see the rip-off of customers using estimated billing. How can they be trusted to deliver at this point? NERC needs to monitor this increment and sanction defaulting companies, otherwise, Nigerians may react angrily, “a customer with the Abuja DisCo, Kingsley Obiakor, told The ICIR.
Harrison Edeh is a journalist with the International Centre for Investigative Reporting, always determined to drive advocacy for good governance through holding public officials and businesses accountable.