Ikeja Electric creates panel to resolve billing disputes

Ikeja Electric Plc has set up what it called a ‘Bill Dispute Resolution Panel’ across its undertaking offices to help handle cases of disputed bills.

According to a statement, the panel, comprising of selected members of staff with expertise in the business operations and customer services, will meet with customers once in every month across its six business units to resolve persistent complaints arising from estimated billing.

It said the panel would be empowered to resolve the cases expeditiously, relying on company processes and regulatory requirements.

The company’s Head of Corporate Communications, Mr Felix Ofulue, said, “In a service industry like the power sector, disputes occurring as a result of customer dissatisfaction is inevitable. However, if inadequately managed, disputes can be bad for business and even go as far as negatively impacting on the customer’s loyalty and business brand. So, we understand that fact and we are doing the best within our control to manage our customer’s expectations.

“In line with our business objectives, we seek to be the provider of choice. Our customers need to be satisfied for us to be in business. The BDRP also enables customers plan their visits according to their itinerary since the panel sits for resolution once every month. This initiative is in addition to the daily attendance to customer complaints through the customer service channels and the IE offices across the network.”

He noted that the company recently launched e-billing for maximum demand customers, adding that the paperless and seamless billing technology was aimed at providing MD customers easier option of receiving their monthly bills via SMS and email, among others.
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