Rights of Electricity Consumers and Quality Service Delivery in Benin City

Abstract

This paper seeks to examine the extent to which the rights of electricity consumers as stipulated by the Nigerian Electricity Regulatory Commission (NERC) act 2005 are observed by BEDC in Benin City. Since these rights were intended to bring about quality service delivery, the observation of these rights will no doubt improve service delivery as well as customer satisfaction. The study adopted a multiple stage sampling technique, which include; cluster, random and systematic sampling in selecting 500 electricity service consumers in Egor, Ikpoba-Okah, Oredo and part of Ovia North local government areas that make up Benin City. It also relied solely on descriptive analysis of the primary data collected from a structured questionnaire rated on 7-point Likert scale. It was found that out of the 15 rights of electricity consumers, only the right to transparent electricity billing (5) and right to complaints on electricity supply and other billing issues (10) are marginally observed. The overall weighted mean index of 2.99 out of the maximum of 7 is an indication that the right of electricity consumers in Benin City is not observed to a large extent. It is also an indication of poor quality service delivery of electricity in Benin City. The paper suggests creation of consumer’s right awareness programs using various mass media, establishing consumers right monitoring unit to check the activities of service operators and imposing of appropriate disciplinary measures against defaulting operators. Finally, the researchers are of the opinion that adherent to the rights of electricity consumers will bring about much improved quality service delivery and consumers satisfaction.