NERC: Complaint Handling System (CHS)

It is the mission and focus of the Nigeria Electricity Distribution Company to promote and ensure an investor-friendly industry and efficient market structure to meet the needs of Nigerians for safe, adequate, reliable and affordable electricity.

Constant and reliable power supply to all Nigerians is a gradual process that requires the efforts of everyone. In the process of achieving this, issues were meant to arise between the electricity suppliers and consumers.

To bridge the gap between the electricity suppliers and consumers, Office Machines was commissioned to handle the project of digitizing the process for collecting, reviewing and reporting customer electricity complaints data from the Distribution Companies nationwide hence the design of Complaint Handling System (CHS).

This solution is a web-based system for managing electricity consumer. It was tightly integrated with all major stakeholders of the power sector and this provides NERC the functionalities it needed to monitor the progress of these complaints in real time.

From an administrative perspective the system will also help the NERC and respective Distribution Company (DISCO) Customer Care Unit to capture complaint information provided by customers and facilitate the efficient resolution of complaints. It will also provide key stakeholders with relevant information and the ability to generate reports from the system's accrued complaints data.

The Complaints Handling System has been custom developed to facilitate the following processes and functionalities:

1.         Complaints Data Entry

2.         Complaints Approval Workflow

3.         Complaints Status Tracking

4.         Complaints Report Generation

5.         Automatic Entry Duplicate Checks for New Record

6.         Importation of Complaints Data from External Files

7.         User Account Management.

Office Machines Nigeria Limited provides system maintenances, support and training for the Complaints Handling Software of the Commission. This gesture was as a result of our proven abilities in hardware integration and deployment.