The Eastland Electricity Distribution Limited (EEDL) has intensified efforts to address electricity billing discrepancies in Ebonyi through its On-the-Spot Complaints Resolution Initiative.
The programme also aimed at providing immediate solutions to customers’ billing, metering and other service-related concerns.
The Managing Director of EEDL, Mr Nnamdi Chuka-Nwosu, who monitored the two-day exercise in Abakaliki on Saturday commended the large turnout of customers for the programme.
Chuka-Nwosu said the programme provided the customers with the opportunity to resolve billing, metering and other electricity service-related concerns.
Mrs Patience Ezeagu, the Company’s Head of Communications, also expressed satisfaction with the turnout of customers, adding that the exercise was organised to address customers’ service-related concerns.
“The exercise will address billing discrepancies arising from the recent upgrade of the company’s billing software.
“The initiative also provided an opportunity for customers with metering, account and other service-related complaints to interact directly with officers from the billing, metering, customer service and accounts departments for prompt resolution,” she added.
Ezeagu noted that, aside from the monthly On-the-Spot complaints resolution exercise, EEDL has established several customer complaint channels through its service centres, district offices, customer care lines, and social media handles.
“There are where customers can conveniently lodge complaints and have their service-related concerns promptly addressed,” she said.
One of the beneficiaries, Mrs Agatha Okporo, said she responded to EEDL’s invitation to customers with service related issues and was delighted with the outcome.
“I came because of the issue we are having with our prepaid meter. I heard the announcement that EEDL invited customers with complaints to come for resolution. My problem has been resolved and I am happy. I appreciate the company for listening to me,” she said.
Another customer, Dr Ifeanyi Igwurube, described the initiative as commendable and appealed to the company to publicise future editions more widely to enable more customers benefit from the exercise.
Mr Chibueze Chima, commended the dedication and professionalism of the EEDL team throughout the exercise.
“I appreciate the cooperation your team gave me and every other customer. They attended to everyone patiently from morning till evening without even going on break.
“The way my high bill was reduced made me very happy. We are all happy with what you have done. You have earned our trust. God strengthen you all,” he said.
Mrs Ogechukwu Okoye another customer also expressed gratitude to the company, explaining that she learnt about the exercise through the WhatsApp platform of customers under the Udensi Service Centre.
” I came very angry but now what has been giving me sleepless nights has now been resolved. My bill was adjusted accordingly and I am very happy and I will encourage other customers to take advantage of opportunities like this to resolve their issues,” she stated.
Also speaking, the Chief Commercial Officer of EEDL, Mr Cyprian Nwankwegu, explained that the On-the-Spot Complaints Resolution Exercise was a regular customer engagement initiative that provided customers with the opportunity to present billing challenges and other service-related complaints for prompt attention.
He noted that electricity distribution was a regulated business, including its tariff regime, and advised customers, who feel dissatisfied with any aspect of the company’s services to take advantage of such exercises to seek clarification and resolution.
The exercise attracted customers from different parts of Ebonyi with many leaving the venue expressing satisfaction over the prompt resolution of their complaints.
The initiative further demonstrated EEDL’s commitment to responsive customer service, transparency and continuous engagement with its customers.