PHED Deploys Customer Engagement Platform

Blessing Ibunge in Port Harcourt

The Port Harcourt Electricity Distribution Plc (PHED) has deployed a Customer Engagement Platform and a Call Centre of the Nigerian Electricity Regulatory Commission’s headquarters in Abuja, which has gone live. This was disclosed yesterday in a statement signed by the Head, Corporate Communications, PHED, Olubukola Ilevbare, in Port Harcourt, Rivers State.

According to Ilevbare, the innovation follows compliance with the Nigerian Electricity Regulatory Commission (NERC) Order on Deployment of Customer Engagement Platforms pursuant to Section 119 of the Electricity Act.

She explained that the order aims to standardise call centres deployed by DisCos for seamless integration with the commission’s call centre.

According to her, “In accordance with the functionalities of the Customer Engagement Platform, the platform is aimed at improving the resolution of complaints filed with the DISCO as it provides real-time visibility to complaints escalated to the DISCO.”

The PHED spokesperson further stated that the platform provides the regulator, an additional avenue for monitoring DISCOs service quality and delivery to the customers.

Ilevbare said: “Once complaints are registered, automated complaint (ticket-ID) is immediately generated and escalated to the channels functioning optimally for immediate resolution.

“PHED as a customer-centric company was listed among the first five DISCOS to go live with the service as the management is keen on improving customer service in line with its core values under the leadership of the Managing Director/CEO, Dr. Benson Uwheru.”

She, however, urged PHED customers to use the platform ‘nerccallcentre@phed.com.ng’ as an alternative channel to register their complaint, assuring them that “we would continue to resolve their complaints real time.”