nigerian electricity regulatory commission general overview of the state of consumer...

NIGERIAN ELECTRICITY REGULATORY COMMISSION

GENERAL OVERVIEW OF THE STATE OF CONSUMER EDUCATION/PUBLIC

RELATIONS

NERC/NARUC PARTNERSHIP PROGRAMME OCTOBER 8-12, 2012

Presented by Patrick Ayendi (DGM, CE&E) & Maryam Abubakar

(AGM, Media)

OUTLINE1. Cardinal objectives of Nigerian Electricity Regulatory

Commission (NERC)2. How NERC protects the consumer3. How NERC educates/enlightens the electricity consumer4. General functions of the Consumer Education and

Enlightenment Unit5. NERC’s critical publics6. Profile of publics7. Communication channels8. Critical information for consumers9. Strategies/channels10. Conclusion

Electricity on Demand 2

Cardinal objectives of the Nigerian Electricity

Regulatory Commission (NERC)

•Uninterrupted power supply•Private sector participation•Consumer protection•Fair regulation


How NERC Protects the Consumer

• Regulating tariff • Educating the Consumer on his/her

rights and obligations• Provisions on Consumer Protection under

the EPSR Acti. Customer Service Standardsii. Customer Complaints Handling: Standards and Procedures

• Provision of FORUM offices


How NERC educates/enlightens the

electricity consumerSection 80 (1) (g) of the Electric Power

Sector Reform Act 2005 mandates the Commission to provide information to consumers and the manner of its dissemination. In pursuant of that, the Commission established the Consumer Education and Enlightenment Unit in August, 2010


General functions of Consumer Education and Enlightenment

(CEE) Unit • Planning and Execution of Power

Consumer Assemblies• Work closely with Divisions in fine-tuning

information on their various activities for adequate consumer education/enlightenment

• Compilation of educational materials expected from Divisions for production of Information Booklets and Handbills(fliers) and Posters


General functions of CEE Unit (Cont’d)

• Conceptualisation of Commission’s Advert copies, Jingles for Print and Electronic (R&TV) and Billboards for Consumer Education & Enlightenment

• Appraising Advert requests that border on Consumer Education and Enlightenment

• Ensure educative articles for House Journal with article contributors from various Divisions


General functions of CEE Unit (cont’d)

• Developing quarterly dedicated enlightenment programmes for Radio/TV Stations

• Coordinating Staff appearances on Radio/TV programmes for relevant topics of discussion

• Ensure effective branding for gift items• Coordinating Workshops/Seminars to

educate and enlighten various categories of Consumers



• Coordinate educative materials for the Commission’s Website and updating in collaboration with IT

• Coordinate Exhibitions and Trade Fairs• Recommend sponsorship of Social

Responsibility activities of the Commission

• Writing/Editing scripts for Radio/TV programmes



• Production of Banners with relevant Consumer Information for use at various Commission events, Corporate and Forum offices

• Production of car stickers, table calendars, note pads, etc with messages for consumers

• Work with Forum & Zonal offices to ensure adequate distribution of consumer education information materials


NERC’s critical publics

• Residential Electricity Consumers• Commercial Electricity Consumers• Industrial Electricity Consumers• Institutional Electricity Consumers• Special Publics

- Civil Societies, NGOs, Organised Private Sector, Guild of Editors, Hotel owners Association, etc

• Electricity Distribution licenseesElectricity on Demand 11

Profile of publics

• Urban • Semi-urban• Rural• International• Literate • Semi-literate• Illiterate


Communication Channels

• English Language• Pidgin English• Some native Nigerian Languages


Critical information for Consumers

• Consumer Rights/Obligations• Health and Safety in the use of electricity • Energy conservation• Vigilance about vandalism of electricity

installations and equipment• Cost reflective tariff – the advantages• Justification of various charges by DISCOs

e.g. connection fees and fixed charges.


Critical information for Consumers (cont’d)

• Customer Care Regulations- Connections and Disconnections Procedures for Electricity Services- Customer Complaints Handling: Standards and Procedures- Meter Reading, Billing, Cash Collections & Credit Management for Electricity Supplies- Customer Service Standards of Performance for Distribution Companies


Some of the Messages? (cont’d)

• Essence of a Regulator – NERC• When tariffs change• Power Consumer Assistance Fund

Messages usually watered down.


Strategies/channels

• PRINT- Dailies- Booklets- Fliers/leaflets- Newsletter/magazine - Special publications


Strategies/channels (cont’d)

• JINGLES (short dramatised and captivating messages)- Radio- Television

• AUDIO VISUAL SLIDES- Speeches, illustrations- Demonstration to specific/special audiences



• ADVERTISING- Print- Electronic

Used to inform, persuade or re-inforce.

• WEBSITE- Frequently Asked Questions (FAQ)- General consumer information



• RADIO/TV DEDICATED PROGRAMMES- NERC must lead all debates in the Power Sector - Specific messages - No editorial slants- Studio audience- Creates feedback mechanism



• DOCUMENTARY FILMS- How the Sector has faired under

Regulation - How the Consumer has faired under

Regulation- Comparative analysis in attitudinal

change by the Consumer

• OUTDOOR - Billboards, posters, illustrations, etc



• POWER CONSUMER ASSEMBLY- Nationwide, interactive- Forum for producer and consumer of electricity - Platform to enable the Regulator meet with producers and consumers of electricity- Opportunity to sort out various issues facing the consumers and producers



• SPECIAL WORKSHOPS/SEMINARS- Industrial consumers

- Estate developers and residents- Military- Schools- Government establishments e.g. Ministries, Parastatals, etc - National Youth Service Corp camps nationwide- NGOs, Civil Societies, Organised Private Sector, etc



• MEDIA RELATIONS– Forums with editors to build capacity and

secure buy-in–Capacity building exercise with

electricity/energy correspondents–Regular press releases, media briefings,

interviews



• SOCIAL MEDIA- Bulk SMS, Blackberry groups- Facebook, twitter, youtube, etc

• DIRECT MAIL- e-mail, letters, personalised information materials e.g. fliers, leaflets, etc


Conclusion

A well enlightened and educated CONSUMER makes the Regulator a World Class Regulator.


THANK YOU


nigerian electricity regulatory commission general overview of the state of consumer...

Documents

electricity consumer

relevant consumer information

posters electricity

conclusion electricity

various divisions electricity

enlightenment unit

radiotv programmes electricity

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