The mini-grid market in Nigeria has increased considerably over the past decade. About 38 solar PV mini-grids are currently operational in the country, with a cumulative capacity of 1,210.8Kw. This increase means that there are now more mini-grid electricity consumers than ever before. However, like other grid-connected consumers, Mini-grid consumers have similar challenges – the quality of service, equipment malfunction, and time taken to resolve complaints, among others – albeit to a lesser degree.
The 64th power dialogue sought to discuss the strategies for improving mini-grid customers’ service delivery to increase adoption and sustainability across Nigeria. During the discourse, Kerry Ebi-Nana, Off-Grid Energy Consultant, noted that among the various customer complaints redress systems were two prominent mechanisms.
- The Grievance Redress Mechanism (GRM): This mechanism designed by the Nigeria Electrification Project provides community members directly affected by off-grid development activities with access to agencies to present their grievances. It provides solutions through avenues that are legitimate, reliable, cost-effective and assessable to rural communities. This redress mechanism also considers people with disabilities.
- NERC’s Customer Complaint Unit (CCU): NERC’s CCU equally offers a viable platform for mini-grid customers to relay their complaints to the developers for fast and reliable solutions.
Also, at the dialogue, Ayang Ogbe, Director, Promotions, Rural Electrification Agency, highlighted that the Face-to-Face complaints resolve mechanism works well enough for rural mini-grid customers. He also hinted that REA is currently designing a real-time customer complaints platform that will profer quick solutions to mini-grid customers’ challenges.
On transparency and accountability, Kerry Ebi-Nana advised that the regulators (NERC) should create a sub-committee under the GRM that will focus on tariffs being charged to customers to ensure optimum transparency and understanding of energy consumption by customers.
Chris Nwachukwu, Head of Field Operations, GVE Projects, emphasised the need for mini-grid developers to adopt technology to ensure excellent service delivery. In addition, he highlighted the need to design social media engagement tools for customers to relate better with their mini-grid energy providers.
To catch with the discussion, click on this link.