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Complaints Data and Statistics

​​​​​​​​​​​​ECRA works continuously to improve the quality of the electricity service offered to consumers through a program to measure the service providers’ performance using approved measures (KPIs). It also carries out analytical and statistical studies of complaints regarding the quality of service which are submitted to, the Authority, or published in the media.

In order to attain the highest levels of consumer satisfaction with the service, ECRA pays particular attention to consumer complaints it regards this as one of the most important channels to measure the quality of electricity service.

ECRA exerts concentrated efforts to define the causes of complaints and resolve them to achieve the goal of improving the service and reach a high level of consumer satisfaction through the following measures:

  • Performing technical and legal analyses of the complaints to find out the root causes underling them and work on resolving them.
  • Interacting with the service providers to overcome the difficulties that may hinder resolution of the problems, and make fields visits – if necessary – in attempting to reach satisfactory solutions.
  • Insuring effectiveness of the service provider’s procedures to handle complaints , and introducing enhancement to the “ provision of Electricity service manual “ or performance KPIs – as needed.
  • Utilizing results of complaints studies in designing public relations campaigns carried out by the Authority.

     

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Complaint Type The SEC Business Sector Where the Complaint Originated
EasternCentralWesternSouthernTotal
Service Connection
664098110314
Billing and Tariffs
148775862345
Displacement of poles
71122949
Power Interruptions
9196953222
Quality of Service
19410740
Other Complaints
2511201268
Total
3561422672731038
Complaints Record 2015
Click To Downl​oad Complaint​s Record
Complaint Type The SEC Business Sector Where the Complaint Originated
EasternCentralWesternSouthernTotal
Service Connection
64176362206
Billing and Tariffs
60506832210
Displacement of poles
17292654
Power Interruptions
352301784
Quality of Service
1404725
Other Complaints
724720
Total
19773178151599
Complaints Record 2014
Click To Downl​oad Complaint​s Record
Complaint Type The SEC Business Sector Where the Complaint Originated
EasternCentralWesternSouthernTotal
Service Connection
416312098
Billing and Tariffs
23549614187
Displacement of poles
85131945
Power Interruptions
202252976
Quality of Service
212510
Other Complaints
6715836
Total
1007518295452
Complaints Record 2013
Click To Download Complaints Record