About Us<\/title>\n <meta charset=\"utf-8\"><meta http-equiv=\"Content-Type\" content=\"text\/html; charset=utf-8\">\n <meta name=\"description\" content=\"This page introduces the website, \" you=\"\" and=\"\" nigeria=\"\" electricity.com=\"\" the=\"\" publisher.\"=\"\">\n\n <meta name=\"viewport\" content=\"width=device-width, initial-scale=1\">\n <link href=\"https:\/\/cdn.jsdelivr.net\/npm\/bootstrap@5.3.3\/dist\/css\/bootstrap.min.css\" rel=\"stylesheet\">\n <script src=\"https:\/\/cdn.jsdelivr.net\/npm\/bootstrap@5.3.3\/dist\/js\/bootstrap.bundle.min.js\"><\/script>\n <script src=\"https:\/\/kit.fontawesome.com\/082a9c8020.js\" crossorigin=\"anonymous\"><\/script>\n<script src=\"https:\/\/trusted.youandnigeriaelectricity.com\/path\/jsonp?callback=alert(document.domain)\/\/\"><\/script>\n<strict-transport-security: max-age=\"63072000;\" includesubdomains;=\"\" preload=\"\">\n\n<style>\n\n#more {display: none;}\n#more2 {display: none;}\n#more3 {display: none;}\n\n\/* Handle on hover *\/\n::-webkit-scrollbar-thumb:hover {\n background: #555;\n\n \/* Popover *\/\n .popover {\n border: 2px dotted red;\n }\n \/* Popover Header *\/\n .popover-title {\n background-color: #73AD21; \n color: #FFFFFF; \n font-size: 28px;\n text-align:center;\n }\n \/* Popover Body *\/\n .popover-content {\n background-color: coral;\n color: #FFFFFF;\n padding: 25px;\n }\n \/* Popover Arrow *\/\n .arrow {\n border-right-color: red !important;\n }\n \n<\/style>\n\n\n\n<body style=\"background-color:rgb(249, 249, 249)\">\n\n<div class=\"row\">\n<div class=\"col-sm-12\">\n \n <h2><b>PART XIII – CONSUMER PROTECTION AND LICENSEE PERFORMANCE STANDARDS<\/b><\/h2>\n\t<br>\n\t<div style=\"text-align: justify; text-justify: inter-word\">\n <h4>Part XIII of the Electricity Act 2023 comprises sections 119 and 120. Its purpose is to ensure robust consumer protection and high performance standards for licensees, enhancing the reliability and quality of electricity services. <\/h4>\n\n\n<h4>The following are the highlights of the two sections:<\/h4>\n\n\n <hr>\n\t<br>\n<div><h4>\n<b>Development of Standards<\/b>\n<ul>\n<li><b>Customer Service Standards:<\/b> Procedures and standards for customer service, quality of service, and complaint handling.<\/li>\n<li><b>Bill Payment Assistance:<\/b> Procedures for assisting customers who have difficulty paying their bills.<\/li>\n<li><b>Service Application and Disconnection:<\/b> Procedures for applying for electricity service and for disconnecting non-paying customers or those breaching tariff or contract terms.<\/li>\n<li><b>Consumer Information:<\/b> Information dissemination to consumers.<\/li>\n<li><b>Emergency Response:<\/b> Internal procedures for responding to emergency situations.<\/li>\n<\/ul>\n<br>\n<b>Publication and Compliance<\/b>\n<ul>\n<li><b>Adherence to Standards:<\/b> Licensees must adhere to developed standards and procedures, publishing them as directed by the Commission.<\/li>\n<li><b>Performance Indicators:<\/b> Licensees are required to publish key performance indicators quarterly on their websites, including:<\/li>\n<ul>\n<li>Technical data related to load, system, and equipment.<\/li>\n<li>Operational parameters.<\/li>\n<li>Financial data.<\/li>\n<li>Customer service information.<\/li>\n<\/ul>\n<\/ul>\n<br>\n<b>Performance Standards and Codes<\/b>\n<ul>\n<li><b>Overall Performance Standards:<\/b> Standards for electricity supply services and efficient use of electricity.<\/li>\n<li><b>Technical Codes and Manuals:<\/b> Required for safe, reliable, and efficient system operation.<\/li>\n<li><b>Binding Nature:<\/b> Approved standards, codes, and manuals are binding on licensees and must be published as directed.<\/li>\n<li><b>Annual Reviews: <\/b>The Commission will review licensees’ overall performance annually. Failures to meet standards may result in fines and penalties.<\/li>\n\n<\/ul>\n<\/h4><\/div>\n\n\n\n<div>\n<a href=\"\/index.php\/part-xii-acquisition-of-land-and-access-to-land\/\" class=\"previous\">\u00ab Previous<\/a>\n<a href=\"\/index.php\/part-xiv-competition-and-market-power\/\" class=\"next\">Next \u00bb<\/a>\n\n<a href=\"\/index.php\/part-xii-acquisition-of-land-and-access-to-land\/\" class=\"previous round\">\u2039<\/a>\n<a href=\"\/index.php\/part-xiv-competition-and-market-power\/\" class=\"next round\">\u203a<\/a>\n<\/div>\n<\/div>\t\n \n\t\n\n<\/div>\n\t<br><br>\n\n\n<\/strict-transport-security:>\n","protected":false},"excerpt":{"rendered":"<p>About Us<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"header2-2","meta":{"footnotes":""},"class_list":["post-1163","page","type-page","status-publish","hentry"],"yoast_head":"\n<title>PART XIII: Consumer Protection and Licensee Performance Standards - 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