international

Africa/Middle East: Nigeria

Job Shadows on Customer Service and Complaint Handling

Date: June 1-12, 2015 and June 22-July 3, 2015
Location: Frankfort, Kentucky and Columbus, Ohio

With support from the United States Agency for International Development (USAID), NARUC experts from the Kentucky Public Service Commission and the Ohio Public Utilities Commission hosted staff from the Nigerian Electricity Regulatory Commission on job shadows. The job shadow participants observed Kentucky and Ohio’s practices and policies for handling consumer complaints, using IT tools to better track and analyze complaint information, resolving disputes between utilities and consumers, and protecting customer data. The job shadow participants visited the call centers of the two U.S. state commissions to see how complaint handling procedures were implemented.

Upon returning to Nigeria, the job shadow participants updated or crafted new proposals to improve NERC’s complaint handling processes and IT tools.

 

At A Glance

Project Dates: 2008-Present

Primary Partners:

Nigerian Electricity Regulatory Commission

Contact Us About This Project

Activities

New Commissioners Orientation
May 16 - 19, 2017

Job Shadow on Public Hearings
June 20 - July 1, 2016

Assessment and Training on Commission Structure and Operations
June 7 – September 16, 2016

Externship on Enforcement
June 13 - 17, 2016

Technical Workshop on Power Purchase Agreements
February 22 - 24, 2016

Externship on Stakeholder Engagement
February 15 - 19, 2016

Peer Review on Customer Service
December 8 - 10, 2015

Technical Workshop on Cost-Reflective Tariffs
September 14 - 17, 2015

Study Tour on Market Monitoring
July 21 - 30, 2015

Job Shadows on Customer Service and Complaint Handling
June 1 - 12, 2015 and June 22 - July 3, 2015

Technical Workshop on Reliability and Quality of Power
May 5 - 8, 2015

Technical Workshop on Energy Efficiency and Demand-Side Management
December 3 - 5, 2014

Peer Review on Uniform System of Accounts
June 2 - 4, 2014

NARUC Utility Rate School
May 10 - 14, 2014

NARUC Practical Regulatory Training
May 11 - 16, 2014

Technical Workshop on Gas-to-Power
November 28 - 30, 2012

Advanced Regulatory Studies Program and Internship
October 1 - 26, 2012

Internship on Electricity Markets
October 22 - November 16, 2012

Partnership Exchange on Complaints Handling and Uniform System of Accounts
October 8 - 12, 2012

NARUC Utility Rate School
May 14 - 18, 2012

Study Tour and World Forum on Energy Regulation
May 7 - 16, 2012

Partnership Exchange on Consumer Relations and Tariffs
October 24 - 28, 2011

Partnership Exchange on Regulatory Frameworks
June 27 - July 1, 2011

NARUC Utility Rate School
May 9 - 13, 2011

Study Tour on Renewable Energy and Energy Efficiency
March 28 - April 1, 2011

Partnership Exchange on Market Reforms
September 20 - 24, 2010

Partnership Exchange on Regional Transmission Organization
June 28 - July 2, 2010

NARUC Utility Rate School
May 10 - 14, 2010

Partnership Exchange on Consumer Affairs
August 3 - 7, 2009

Partnership Exchange on Market Reforms
November 30 - December 7, 2008

Partnership Exchange on Tariffs
July 14 - 18, 2008