The Call Center will assist consumers solve recurrent electricity supply problems caused by AES Sonel.
Users of electricity could henceforth submit their complaints by telephone to a Call Center that has been opened by the Electricity Sector Regulatory Agency, ARSEL. In a press release published last Thursday November 25, 2010 in the bilingual national news daily, Cameroon Tribune, ARSEL’s General Manager, Jean Pierre Kedi said the center had come to provide answers to the complaints of AES Sonel users who face difficulties obtaining relief when the operator delays in the follow-up of their complaints. “The Call Center will advise, orientate and assist them as well as press AES Sonel for rapid solutions to be given to complaints,” he stated. The press release further stated that the Call Center will also treat issues such as delays in subscription and connection works; delays in handling requests for the verification of metres; delays in reconnections after cuts as well as corporal or material damage suffered by users.
Users could reach the Call Center through telephone numbers: 22 20 60 64; 22 20 60 66; 22 20 60 66; 22 20 60 70; 22 20 60 71 and 22 20 60 72. The Call Center will be open everyday from 7:30 am to 10:00 pm. “This new tool put at the disposal of users will enable ARSEL to better defend their interests with regards to the penalties resulting from the non-implementation by AES Sonel of its contractual obligations,” Jean Pierre Kedi added.
According to Dr. Samuel Essoungou Ndemba, a consumer protection leader in Yaounde, the problems faced by consumers in electricity supply include high tariffs, unannounced power cuts, deadline penalties and delays in connection despite an “electricity service regulation” signed in February 2010 to clarify rules, rights and obligations of users as well as those of AES Sonel. An increase in tariffs by AES Sonel in July 2010 provoked a press release from ARSEL’s General Manager, in August 19 2010, who protested against the decision saying it was done without the approval of the regulator and despite the cancellation by government of the said tariff increases. Authorities at AES Sonel have repeatedly blamed fraud by users that accounts for a loss of over 20 to 30 per cent of revenue to the company.
According to ARSEL’s Newsletter No 08 of 09/08/10 to 22/08/10, the AES Sonel contract includes preparation for the passing into a phase of price regulation from January 1st 2011 and fixing of maximum rates, known as “price cap”, according to incomes. The new billing system, says the same source, includes incentives to boost efficiency in energy supply and cost reduction.
