FAQ’S FOR CUSTOMERS HELP PAGE
ØI need a pre-paid meter, what do I do?
ØI have not had light for days. Who should I complain to and how can I locate the office?
ØEEDC bills me on estimation and always gives me “crazy” bills even when there is no light, why?
Ø I have a high bill and the payment I made did not reflect in my bill, what do I do?
ØPower supply in our area has become so epileptic, what do we do?
ØIs it the responsibility of customers to provide or repair transformers that are faulty?
ØMy meter got burnt who do I call?
ØI think my tariff class is wrong what do I do?
ØMy meter is on but I do no have supply in my house what should I do?
ØI have a meter but my bills are on estimation who do I complain to?
ØMy meter is showing an error code what do I do?
ØMy meter is showing an link error what do I do?
ØI have a complaint letter who do I submit to?
ØI have the new MAP meter, how do I load my token?
ØThere is a falling pole with sagged wires in front of my compound who do I contact?
ØI want to connect supply to my new resident how do I go about it?
ØI will be out of town for a long period of time what do I do to stop the billing?
ØWho do I contact for illegal activities on your network?
ØCan I pay my bill from any state?
ØI paid my bill at the bank last month and it did not reflect on my bill?
ØI moved into a new flat with outstanding debts, am I to pay?
ØOur voltage is very high, what do we do?
ØCan I access my energy usage?
1. I need a pre-paid meter, what do I do?
Fill an application form online on our website by clicking on the MAP meter request menu.. The Pre-paid meters will be installed with 10 working days of making payment for the meter.
2. I have not had light for days. Who should I complain to and how can I locate the office?
Call 084700100 to report.. If not satisfied, follow up with a written complaint to the Customer Care Unit (CCU) of your District.
3. EEDC bills me on estimation and always gives me “crazy” bills even when there is no light, why?
Before July 2014, energy was randomly allocated to customers without meter thereby giving rise to “crazy” billing. Effective from August 2014, EEDC has implemented the Estimated Billing Methodology as stipulated by NERC. This method ensures that customers of a tariff class without meters are billed with the average consumption of all functional metered customers of the same tariff class, on the same transformer and same feeder. This method is fair, and eliminates “crazy billing” for the unmetered customers.
Recently, NERC has approved billing customers without meter using the order on capping of estimated bills. This method is also fair, and eliminates “crazy billing” for the unmetered customers.
4. I have a high bill and the payment I made did not reflect in my bill, what do I do?
You can call 084700100 to lodge your complaints. The Customer Care officer will then invite you to the office for reconciliation. Reconciliation is a process of justifying the customer’s billing on one hand and payment confirmation on the other. Billing justification entails verifying the energy consumption pattern, correct tariff classification, fixed charge component and vat. Payment confirmation also entails validating the amount paid against the billing. The customer is required to come along with his electricity bills.
You can pay your bills at our District cash offices, Banks and Online.
6. Power supply in our area has become so epileptic, what do we do?
Call 084700100 kindly notify and lodge your complaints there. However, EEDC is currently working on ensuring that her esteemed customers are provided with quality and quantity supply as much as possible. We are deploying more transformers into the system and maintaining our networks.
7. Is it the responsibility of customers to provide or repair transformers that are faulty?
No, it is not the responsibility of our customers to provide or repair transformers. Faulty transformers are to be restored by EEDC, it is also the responsibility of EEDC to provide transformers. However, where customers wish to partner with EEDC they should come up with such partnership proposal for consideration.
8. When I applied for meter in your company, I was asked to pay processing fees. What is the processing fee used for?
Customers no longer pay for meter or processing fees. However customers seeking new connection would be required to purchase the connection accessories of the right quality and quantity. These quantities are given to them by EEDC but on no account should any customer give any EEDC staff money for whatever reasons.
If any EEDC staff demand for any money under whatever guise that staff should be reported by calling the Anti- corruption helpline 084700110
EEDC has it’s Headquarters at Enugu, 18 District Offices, and over 150 service centers covering the South East zone of Nigeria. You may visit any of the locations mentioned.
10. My meter got burnt who do I call?
Please make a formal report in writing and mail to customerservice@enugudisco.com or call 084700100 to report the issue.
11. I think my tariff class is wrong what do I do?
Kindly contact the call center Representative on 084700100 or send an email to customerservice@enugudisco.com. Please make sure to give your account number and full address to enable us resolve.
12. I have a meter but my bills are on estimation, who do I complain to?
Kindly contact the call center Representative on 084700100 or send an email to customerservice@enugudisco.com. Please make sure to give your account number and full address to enable us resolve.
13. My meter is showing an error code what do I do?
This could be caused by low voltage. Kindly hold on for full voltage to be restored.
14. My meter is showing link error when I tried loading the token, what do I do?
Kindly reach us via 084700100
15. I have a complaint letter who do I submit to?
Kindly forward your complaint letter via our email customerservice@enugudisco.com or submit with the customer complaint unit at the district OR Service center closest to you.
16. I have the new MAP meter, how do I load my token?
Please call one 084700100 for assistance.
17. There is a falling pole with sagged wires in front of my compound who do I contact?
Kindly call: 084700100 or send an email to customerservice@enugudisco.com. Please make sure to give your account number and full address to enable us resolve.
18. I want to connect supply to my new resident how do I go about it?
Kindly visit the district office closest to the premises to fill & process FORM 74. You can also access the form online by clicking on customer information menu.
19. I will be out of town for a long period of time what do I do to stop the billing?
Kindly contact the customer service officer via our call centre: 084700100 or send an email to customerservice@enugudisco.com.please make sure to give your account number and full address to enable us suspend billing.
You will have to settle all outstanding bills (if any) and pay reconnection fee at the district office or at the First Bank designated by EEDC. Please ensure you have the correct account number.
21. Who do I contact for illegal activities on your network?
Please reach us via our Headquarters hotline : 084700110
22. Can I pay my bill from any state?
Yes you can at any of our designated banks, see list below;
Zenith bank
UBA
First bank
Fidelity bank
Standard Chartered bank
Stanbic IBTC Plc
Sterling bank
Keystone bank
Union bank
Jaiz bank
Heritage bank
Enterprise bank
Mainstreet bank
· You can also pay with the listed collection partners: baxi box, vatebra, gpay, paga, fetswallet .
23. I paid my bill at the bank last month and it did not reflect on my bill?
Please return to the bank where payment was made and request for an e-payment receipt, this confirms that the payment was credited to EEDC account.
No, meters are not transferable as it is the property of EEDC assigned to that property.
25. I moved into a new flat with outstanding debts, am I to pay?
Kindly liaise with your landlord on the settlement of the outstanding debts or visit the district office as seen on your bill for further clarification.
26. Our voltage is very high, what do we do?
Contact our call centre on 084700100 and be assured of prompt response.
The cost of meter is stated on the demand note for payment. MAP vendors install meters at no cost to the customer
28. Can I access my energy usage?
Yes, you can. With our self service portal on our website customers can view their energy usage/consumption.