“Installers are not authorized to request installation fees from customers, resist such demands;” what Rekhiat Momoh, Acting Chief Executive Officer of EKEDC told customers at Ijora BD Engagement Forum, a regular channel where company deepens engagement with customers
The Eko Electricity Distribution Company (EKEDC) has, again, heightened the customers trust as it urged them to report prepaid meter installers who demand payment before completing installations.
Platforms Africa reports that the utility firm, which exoressed disdain for such act, urged customers to collaborate wuth it in this move and others aimed at improving quality service delivery to them.
Acting Chief Executive Officer of EKEDC, Mrs Rekhiat Momoh, who said this, during the company’s regular Engagement Forum with customers within Ijora Business District, on Thursday in Lagos, also tasked prepaid meter vendors under the Meter Asset Provider (MAP) scheme to promptly clear the backlog of meters for customers who have already made payments before the take-off of the recent price increases of the facility.
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The Acting CEO of EKEDC who was represented at the forum by Mr. Samuel Edoho, EKEDC General Manager Commercial (Revenue Cycle) emphasized that prepaid meter installers are not authorized to request installation fees from customers, urging customers to resist such demands as they are not part of the official meter arrangement.
The EKEDC’s General Manager Commercial (Revenue Cycle), urged customers to report unwholesome practices by prepaid meter installers, ensuring proper actions are taken.
Mr. Edoho emphasized that installers are not authorized to charge installation fees, advising customers to resist such demands as they often result in extortion.
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He highlighted that installers are only responsible for installing meters and should not receive any additional payments. Edoho also encouraged customers to escalate issues if their prepaid meters are not installed promptly after payment.
Addressing the backlog of meter installations, Edoho assured that all pending installations will be completed, and customers should report any instances of being charged for installation.
He announced that vendors have been given a directive to clear the backlog swiftly and that those waiting for invoices will be attended to.
Edoho also clarified that the Meter Asset Provider (MAP) scheme is a metering intervention, and customers who paid for meters will be refunded by the DisCos through energy credits over time.
He noted that vendors are only paid after successfully installing and validating meters, emphasizing the strict controls in place to ensure service standards.
The GM Commercial (Revenue Cycle) further informed customers that it is inappropriate to pay to reactivate prepaid meters that enter tamper mode.
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He urged customers to raise concerns and document the issue with their District heads, so that a tamper token can be generated for them to restore the meter to normal operation, instead of paying to questionable individuals.
Edoho further highlighted that customers in the Ijora Business District and Surulere are enjoying improved electricity service, adding that the management of the EKEDC is working to eliminate the backlog of unmetered customers within the next month.
The GM also acknowledged the complaints about delays in fault response time raised by customers in the Ijora District during the forum, assuring that the feedback will be taken seriously and that EKEDC’s management is committed to minimizing downtime and improving response efficiency to align with the company’s standards.
He also mentioned the recent inauguration of a Rapid Response Team across various districts to address faults promptly, reducing downtime to the barest minimum.
This initiative, according to him, will soon be deployed to the Ijora Business District to further improve service delivery.
Mr. Babatunde Lasaki, General Manager of EKEDC Corporate Communication, in his intervention during the engagement session, emphasized the importance of effective communication in addressing customer complaints.
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He noted that when customers contact the company with issues, they expect prompt resolution, and as a service-oriented organization, EKEDC has a primary responsibility to meet the needs of its customers within its franchise area.
Lasaki noted that EKEDC staff are trained to actively seek solutions to customer complaints, and customer care officers must keep customers informed that their concerns are being addressed.
He said, “This ensures customers know their complaints are being taken seriously and are not being intentionally delayed.”
Apologising on behalf of the company’s staff for any delays in response times, Lasaki expressed the management’s disapproval of any nonchalant attitude towards customers’ complaints.
He advised that if an issue is not resolved after contacting a particular zone, customers should escalate the matter to the Public Relations Officer (PRO) of the district, and if necessary, reach out to the District Manager for further resolution.
Prince Adeleye Abolade, leader of the Older Isabo CDA in the Akerele area, expressed his satisfaction with the recent town hall meeting on metering, describing it as highly educational.
He commended EKEDC for the excellent job done, particularly in addressing various concerns through their technical team, and encouraged the company to maintain this approach.
Abolade emphasized the importance of synergy between EKEDC and its customers, noting that this collaboration is essential for smooth operations.
He urged the CDA to continuously remind customers to fulfill their responsibilities, particularly in securing electrical facilities like transformers.
He stressed that communities should take ownership of these facilities, recommending that transformers be protected by constructing walls around them and ensuring only authorized EKEDC staff with valid identification have access.
Furthermore, Abolade pointed out the challenges customers face in the metering process, particularly the need for high-speed internet to complete applications.
He has therefore urged EKEDC to establish better communication channels to assist uneducated or less tech-savvy customers, ensuring they can navigate the process with ease.
Patrick Egbele, Chairman of the Older Isabo CDA in Alh. Masha, Surulere, praised EKEDC for its consistent efforts to engage with and educate its customers.
He highlighted that the recent town hall meeting addressed numerous concerns raised by customers, providing answers and solutions to all issues discussed.
Egbele suggested that extending such interactions to other service areas could greatly benefit the Nigerian Electricity Supply Initiative, as town hall meetings have the potential to effectively address customer concerns, including issues related to prepaid meter installations.
Platforms Africa
