The Public Complaints Commission (PCC) is set to launch an Electricity Consumer Resolution Desk in all 36 states and the Federal Capital Territory (FCT) to tackle critical power challenges affecting consumers.
This announcement was made by Hon. Bashir Abubakar, Chief Commissioner of the PCC, during the FCT Electricity Consumer Complaints Resolution Workshop held in Abuja.
The event, organised by the PCC in collaboration with the Association for Public Policy Analysis focused on fostering collaboration between consumer advocacy and legislative efforts to enhance service delivery in the electricity sector.
Abubakar highlighted that the new consumer resolution desks will feature dedicated officers whose skills will be honed through targeted training programs, enabling them to effectively address electricity-related grievances. “We view this initiative as a pilot project that will be rolled out in all states and local government areas, ensuring that consumer complaints are taken seriously, especially in light of the recent reforms in the electricity sector,” he stated.
With the recent enactment of the Electricity Act 2023, which empowers states to generate, transmit, and distribute electricity, Abubakar emphasised the necessity of having a robust complaint resolution mechanism in place.
He noted that the Nigerian Electricity Regulatory Commission (NERC) has begun licensing state-level regulatory bodies, making the PCC's role in addressing consumer issues more critical than ever. “Our goal is to foster peaceful and satisfactory electricity service delivery for consumers across the nation,” he added.
Senator Ireti Kingibe, representing the FCT, expressed her support for the establishment of the Electricity Consumer Resolution Desk, advocating for strong consumer advocacy. Represented by Mr Osereme Omofoma, a Senior Legislative Aide in her office, she said “Consumers should feel empowered to report their grievances through constituency offices or directly to the PCC to ensure timely resolutions.”
“At the grassroots level, Area Councils should also push for the establishment of the electricity consumers’ desk to ensure their residents’ complaints are addressed locally and forwarded to the appropriate desk, ‘’ she said.
Rep. Joshua Obika, representing the Abuja Municipal (AMAC)/Bwari Area Councils in the House of Representatives, commended the workshop's timely relevance, particularly given the rising electricity tariffs and fuel prices. He pledged to ensure that the workshop's recommendations are presented to the National Assembly for action.
Mr Princewill Okorie, National President of the Association for Public Policy Analysis, urged the PCC to investigate the number of metered versus unmetered consumers in the FCT and beyond. This data, he argued, would help clarify claims about financial challenges in the sector and justify tariff increases.
The event also featured insights from Mr Kenechukwu Ofili, Head of Customer Experience at the Abuja Electricity Distribution Company (AEDC), who stressed the importance of collaboration among regulatory bodies, consumer protection agencies, and customers to improve service delivery. He acknowledged that unresolved complaints can significantly impact the credibility of the distribution company.
FCT PCC Commissioner Musa Dikko noted that the workshop aimed to educate consumers on their rights and electricity usage. He emphasized the PCC's proactive stance in addressing consumer complaints to prevent potential protests against the AEDC or the government.
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