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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
CentralEasternWesternSouthernTotal
Service Connection
8025229131465
Billing and Tariffs
288111105118622
Displacement of poles
206154081
Power Interruptions
13435118105392
Quality of Service
262212473
Other Complaints
36132434107
Total
5841925124521740
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
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
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
Complaint Type The SEC Business Sector Where the Complaint Originated
EasternCentralWesternSouthernTotal
Service Connection
248272988
Billing and Tariffs
17217517130
Displacement of poles
6062032
Power Interruptions
313512
Quality of Service
1522382135392
Other Complaints
302510
Total
20553195211664
Complaint Type The SEC Business Sector Where the Complaint Originated
EasternCentralWesternSouthernTotal
Service Connection
153231657
Billing and Tariffs
22815853
Displacement of poles
6363752
Displacement of substations
647219
Power Interruptions
92124566215
Quality of Service
-----
Other Complaints
others
165141651
Total
15735110145447
Complaint Type The SEC Business Sector Where the Complaint Originated
EasternCentralWesternSouthernTotal
Service Connection
39299240200
Billing and Tariffs
2712192583
Displacement of poles
1772173118
Displacement of substations
11115027
Power Interruptions
69184091218
Quality of Service
00000
Other Complaints
233292681
Total
18670216255727​