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


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