The Enugu Electricity Distribution Company PLC (EEDC) has urged its customers to lodge complaints using the right channels. EEDC tasked aggrieved persons to use the established customer complaint and redress framework in expressing their grievances for effective resolution, rather than resorting to violence and assault of its staff.
The company’s spokesman, Mr. Emeka Ezeh made this known in Abakakili, Ebonyi State, during a live radio enlightenment program on Friday.
During the program, Ezeh recounted the reasons why some of the customer complaints were not addressed promptly, attributing that to the non-usage of established and appropriate customer complaint channels by customers.
He further stated that EEDC has embraced the use of technology in most of its operational activities to achieve efficiency and then urged customers to take advantage of these initiatives.
“We have set up channels through which our customers can reach out to us and lodge whatever complaints they have and have them resolved without necessarily having to physically visit our offices.”
“As a utility company, we are mindful of the fact that our customers would always need to get across to us for one supply challenge or the other, or even to make enquiries.”
“To make the experience easy, we have put in place a robust application where customers’ complaints (when appropriately reported at our Customer Service Units) are uploaded and immediately escalated to the relevant team for resolution.
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According to Ezeh, the interesting thing about the application is that it enables the company to track customer complaints and monitor the teams they have been assigned to, thereby ensuring that they are attended to in a timely and efficient manner.
“Any complaint that is not formally reported cannot be tracked or accounted for, and it would be difficult to hold anyone accountable”, Ezeh emphasized.
He acknowledged that EEDC is not a perfect organization and that there are still areas of improvement. He went on to appeal to customers to join hands with the company to improve its processes and enhance service delivery.
“We are here because of our customers, and we would not rest until they are satisfied with our services,” he said.
Ezeh reiterated that for effective resolution of issues, customers should formally lodge their complaints at the Customer Service Unit of the district office serving them.
