Residents of the Bauchi State local community have raised concerns over alleged irregularities in billing and poor communication by a utility service provider, Jos Electricity Distribution (JED), calling for greater transparency and accountability in its operations.
The concerns emerged during an interactive session between Civil Society Organisations under the platform of Bauchi State Network for Civil Society Organisation (BASNEC) and Executive Directors Forum EDs Forum members and officials of the company, where residents complained of inadequate information regarding service delivery, billing structure and metering processes.
A CSO’s representative, Jinjiri Garba, said customers are often left uninformed about key developments, only discovering issues when attempting to recharge or access services.
“People are not formally informed. When they go to recharge and encounter problems, there is no one to explain what is happening. This creates confusion and frustration,” the representative said.
The CSOs further argued that access to information is a fundamental right, insisting that consumers deserve to know how charges are calculated and why discrepancies occur.
They also called for an independent review of the company’s operations, particularly in areas relating to billing and technical performance, to determine whether procedures comply with regulatory standards.
The CSOs urged the company to improve its feedback mechanisms and ensure that complaints are promptly addressed, noting that the current situation has eroded public confidence.
In response, officials of the utility firm acknowledged the concerns and reiterated their commitment to improving engagement with customers.
A JED official, Hafiz S. Haruna, disclosed that periodic customer forums are organised to enable direct interaction and resolution of issues, but lamented poor attendance despite wide publicity.
“We have created platforms for engagement, including customer consultative forums. Unfortunately, turnout has been low even when arrangements are made to accommodate participants,” the official said.
The firm explained that billing and metering processes are guided by regulations, with charges varying based on individual consumption patterns and outstanding balances.
It also assured customers that there are established channels for lodging complaints and resolving disputes, urging consumers to utilise them for prompt intervention.
Both parties, however, agreed on the need for sustained dialogue to rebuild trust and improve service delivery.
However, it was gathered that residents of Bauchi have recently begun to experience additional charges on their bills, which have generated numerous complaints from consumers, hence the need for the intervention of civil society organisations (CSOs) to address the issues.
