AES Sonel measures to solve noticeable hiccups are still to fully satisfy its growing clientele.

At a time government and the country’s hydroelectricity supplier, AES Sonel, are bracing up to review their partnership agreement, consumers of electricity in the country are presenting complaints of “unsatisfactory services they get from the supplier.” Subscribers who take months to get electricity, intermittent power supply and the unexplained bills are some of the problems of AES Sonel customers in the country. One of the numerous customers of AES Sonel Cameroon Tribune met at the Sonel Centrale office yesterday March 14 complained aloud, “Where is my file, I have been coming here for months now, I am tired with these people.” Serge Elama was talking about a subscription file he dropped more than four months ago and is yet to be attained to. His complaint was just one among many we heard during our over 30 minutes stay at the office.

In an earlier interview granted CT earlier this year, Jean David Bile, Chairman AES Africa said intermittent supply is most often as a result of network. AES Sonel sources said there are a wide range of measures put in place to ensure that customers are at ease. Major projects like the 225 kV line between Bekoko and Nkongsamba to improve energy supply in the West and North West Regions, another line between Waza and Kousseri to supply the area with power coming from Lagdo as well as the replacement of poles and different electric devices on the network. Concerning prolonged subscription delays, an official of AES Sonel told CT that most of the customers come with incomplete files. For subscribers, information pasted in AES Sonel agencies specify that they present a file containing a signed application, a photocopy of identification papers, a localisation plan and a list of current and future electrical appliances in the house that needs electricity. Those transferring their metres should first of all apply asking for the termination of their subscription attached to which are a photocopy of their identification papers, an original of the subscription contract, an original of their consumption receipt and a localisation plan of the old house. After this, they are to apply anew for subscription and attached to the application is the leasing contract (contrat de bail) of the new house, localisation plan and a list of current and future electrical appliances. To solve the problem of long queues to pay bills, officials said besides opening new agencies, the company since 2011 went into partnership with Orange Cameroon for customers to receive their bills through their mobile phones (in form of SMS) and settle the bills through “Orange Money”. Orange Cameroon officials have a permanent table at the Sonel Centrale office, like in other agencies across the country. Studies, we learnt, are also underway to introduce transactions (sending of bills and settling them) through the internet.