Report of Customer Complaints Handling in NESI Situation Room

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The Nigerian Electricity Regulatory Commission (NERC) constituted the Nigerian Electricity Supply Industry Situation Room to forestall prolonged electricity supply interruption by the industry operators for the period of lockdown declared by the Federal Government to curb the spread of COVID-19.��

The Situation Room adopted a three-prong approach of surveillance of NESI during this period- System Operators Report Analysis/Monitoring, Customer Complaints Handling, and Transmission Company of Nigeria and Discos Interface Resolution. Complaints received from electricity customers through telephone/text messages, WhatsApp messages, and emails are tracked daily with relevant operators to ensure expeditious resolution.�

Daily operational reports are analysed, summarised, and trend identified weekly for further regulatory oversight and directives to the operators. Prolonged electricity supply interruptions are tracked by the Situation Room to ensure Nigerians have stable electricity supply for the lockdown period.� �

Below is the report on the Customer Complaints Handling from April 4, 2020, to April 17, 2020, as approved by the Commission on Monday, April 20, 2020. Meanwhile, a total of 2,689 complaints on electricity supply interruptions were monitored during the period under review.��

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