issues of over charging & under charging of customers • Helar

Q650. Has the Disco any responsibility to a customer whom it is discovered that it has or has been over-charging

Yes. Where a Disco is shown to have over charged a customer, the Disco has the professional responsibility to write to the customer informing him of the error within 5 working days of being aware of the error. The Disco shall as well proceed to repay the amount to the customer in accordance with the customer’s instruction which must be reasonable. Where no reasonable instruction is received, the amount overcharged will be credited to the customer’s next bill. Regulation 9(7) NERC’s Meter Reading, Cash Collection and Credit Management for Electricity Supply Regulation.

Q651. How proper is it for the distribution company to inflate the proportioned amount in order to increase the recoverable undercharge

It is not proper for the distribution company to do this. It is illegal for a distribution company (Disco) to inflate the proportioned amount in order to increase the recoverable undercharge or proceed to charge the customer interest on the amount of the undercharge. Regulation 9(10)(a) NERC’s Meter Reading, Cash Collection and Credit Management for Electricity Supply Regulation 2007.

Q652. Why is the distribution company refusing to accept cash payment of my electricity bill at their office? Is this kind of payment illegal

No, it is not illegal. Although the distribution company may provide additional methods for payment, cash payment in their offices is one of the methods provided by law, and so any other method they introduce cannot replace the methods provided for by law; i. Payment of cash at any of the distribution company’s offices; ii. Bank drafts paid at any of the distribution company’s office. iii. Payment made through any bank authorized by the Disco to accept payment on its behalf. Regulation 10(1)(2) NERC’s Meter Reading, Cash Collection and Credit Management for Electricity Supply Regulation 2007.

Q653. Where record and details of a mistaken under-charge of a customer’s bill turns up, is the amount of the under-charge recoverable by the Disco at once

No. If after the Disco had notified the customer of the undercharge, and the customer knows and says that he cannot pay the sum in one fell-swoop, it will be negotiated between him and the Disco how it should be paid in instalments over an agreed period.

Q654. Is it right for a distribution company to refuse a customer’s request for adequate time to pay the amount of an undercharge

No, it is not right. In fact, the distribution company is mandated to offer its customer time to pay the amount undercharged in a payment agreement covering a period at least equal to the period over which the undercharge to be recovered occurred. Regulation 9(10)(b) NERC’s Meter Reading, Cash Collection and Credit Management for Electricity Supply Regulation 2007.

Q655. How proper is it for a distribution company to receive an amount of money as payment for a bill charge without issuing a receipt

It is wrong and improper for the Disco to receive payment and not issue receipt.

Q656. Where a distribution company mistakenly under charged a customer’s bill can it just proceed to recover same without notice to the customer

No. where the Disco has undercharged or not charged a customer, it shall be entitled to recover the amount of the undercharge from the customer, but in doing so, it shall notify the customer in writing informing him of the error that led to the customer being undercharged or uncharged and the amount of the undercharge or charge. This means that the practice of Discos sending outrageous bills to customer for a particular bill period, and when the customer protests, they tell him that it was because of the fact that he was previously being undercharged, without any specific notice earlier given of that, is wrong and unlawful. Regulation 9(8) NERC’s Meter Reading, Cash Collection and Credit Management for Electricity Supply Regulation 2007.