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CONSUMER SERVICES A Core Function of the National Electricity Regulator of South Africa CONSUMER SERVICES
A Core Function of the
National Electricity Regulator
of South Africa Consumer Service is Critical to Regulatory Success People
Regulation
Communications
Consumer Service
is the link between
the Regulator and People Re-emphasizing Consumer Services
Consumer services is often overlooked by newly formed
Consumer services is often overlooked by newly formed
regulators because they
regulators because they
:
:
Focus on technical and economic issues
Misunderstand the role of Consumer Services
Find it easier to deal with economics and engineering than
PEOPLE
View it as a function of the service provider
Lack the internal capacity and skills needed
Lack the support of upper management
Lack financial resources Who We Are
The Consumer Services Department is made up
of
eight
people:
(1) Head of Department
(2) Education Officers
(3) Customer Service Officers
(1) Senior Education Officer
(1) Senior Customer Service Officer
Consumer Services is part of Corporate Affairs,
and reports to the Executive Manager (and
indirectly the CEO)
Consumer Services is mandated under
Section 4
(1) (c) of the Electricity Act No. 41 of 1987 NER Consumer Services
We are the
direct bridge
between the policy and
decision-making areas of the NER and consumers
For most consumers, we are the
face
of the NER
We are also the
voice
within the NER for consumer
rights and responsibilities What Consumer Services Does
Promotes excellent service delivery
Resolves consumer complaints
Facilitates good working relationships between suppliers and consumers
Educates consumers about their rights and responsibilities
Protects consumer interests
Monitors quality of service Consumer Services Bridging the
Information Gap Consumer Services The Art of
Communication
What do we want consumers to do?
What do we know about consumers?
What information do they need?
How will it be conveyed?
When will it be delivered?
What else do we need to do to promote better regulation and consumer
rights and responsibilities? What does the NER want
Consumers to Do?
Pay their bills
Support effective regulation
and the role of the NER
Express their concerns and
complaints about service delivery
Tell the NER when they are satisfied with
service delivery, and
feel their complaint was heard
and resolved promptly
Make energy efficient choices
Support the national energy
program Look where NER and consumer goals intersect
Consumers Goals
NER Goals
Resolve
complaints
Reduce
government
subsidies
Keep
electricity
on/expand
service
More
reliable
service
Financial
viability of
utilities Consumer Research Basics
What is the problem?
What are the potential solutions?
Who has the power to make the changes?
Who must be mobilized to apply pressure for change?
What messages will convince those in power to act for
change?
Knowing our Stakeholders is the Key to Consumer
Services Success Getting to Know NERs
Stakeholders
National and Local Government
Residential/Urban/Rural Consumers
Industry/Commerce/Agriculture
Media/Journalists Consumer Services Feedback
The NER seeks ongoing input from various stakeholders:
Conducts customer communications forums and interviews to find
out what consumers and the public think and feel about the NER
Seeks feedback from NER personnel regarding internal and external
communications
Communicates with the media regarding the NERs image and
media relations
Meets with national, provincial, and local government units to
discuss roles and responsibilities in energy regulation Consumer Services Six Leading Challenges
1.
Defining who we are and what we do for consumers
2.
Encouraging bill payment
3.
Minimizing illegal usage and theft of electricity
4.
Getting to know our stakeholders
5.
Resolving consumer queries and complaints
6.
Educating consumers and the public Consumer Services Challenge No. 1
Educate consumers regarding the role of the NER and protection o
Educate consumers regarding the role of the NER and protection o
f
f
consumer rights, including:
consumer rights, including: Who the NER is How the NER regulates electricity in South Africa What role the NER plays in consumer protection and balancing the
interests of service providers, consumers, and civil society When to contact the NER Where to contact the NER How to contact the NER Consumer Services Challenge No. 2
Get customers to pay their electricity bill
Get customers to pay their electricity bill
Why?
Economic Reason:
The utility needs revenue to continue operations
Human Rights Reason:
Expansion of service to the previously
disadvantaged
Moral Reason:
Stealing is wrong
Social Reason:
By commercializing energy, government will have more
resources to address other pressing needs of society Consumer Services Challenge No. 3
Minimize/Eliminate electricity theft:
Minimize/Eliminate electricity theft:
Why? The effect on ratessomeone has to pay It is dangerous
What are acceptable deterrents? Technology solutions, behavior-change solutions, institutional solutions Role of NER in deterring theft and promoting payment Consumer Services Challenge No. 4
Define the consumer
Define the consumer
audience(s
audience(s
) and the appropriate
) and the appropriate
message(s
message(s
):
): Industry/heavy load users Agriculture Residential rate payers New consumers Pay as you go consumers National government/local authorities Media
What form of communication is best for reaching each audience? Consumer Services Challenge No. 5
Consumer Complaints Resolution:
Consumer Complaints Resolution: What is NERs legal role? How do consumers contact the NER regarding problems or
complaints? What can the NER do to resolve consumer queries or complaints?
(and what can the NER
NOT
do)? Why this function is so important Consumer Services Challenge No. 6 Programs and informational products designed to educate and
encourage public participation in the energy sector Working closely with the media to disseminate NERs consumer-
friendly messages Providing pertinent information about consumer complaints and
resolution process
Public outreach and education:
Public outreach and education: Poor Consumer Service Has Consequences Dangers in Overlooking the Importance of
Consumer Services
Lack of public support for effective regulation
Non-payment of bills
Increased electricity theft
Poor service delivery/infrastructure from lack of
direct reinvestment
Inefficient use of energy resources
Civil unrest and rioting Consumer
Services
What else is needed? The Way Forward
Improve the complaint resolution process
Understand new industries and expansion to
become the
National Energy Regulator
National Energy Regulator
Increase Consumer Services buy-in within the NER
Seek increased responsibility and expand our
consumer advocacy
Improve consumer participation
Prepare and implement the Consumer Strategy
for 2006
Increase the internal capacity of staff The Consumer Services Commitment
You can buy a mans time, you can buy his
physical presence; you can even buy his
skills or actions.
But you cannot buy
enthusiasm!
You cannot buy
loyalty!
You cannot buy
devotion of hearts, minds
or
souls.
You must
earn
these!