AEDC Boosts Consumer Complaint Response Time, Outage Concerns With New Apps

The Abuja Electricity Distribution Company (AEDC) has launched a mobile application, MyPower Mobile and Web Apps, to strengthen how it handles customer complaints and address persistent concerns over power outages.

The platforms were unveiled in Abuja on Wednesday unveiled as part of activities to mark the Customer Service Week.

AEDC managing director/CEO, Chijioke Okwuokenye, in his remarks, said the MyPower platforms are part of the utility’s effort to build a more customer-focused and digitally enabled organisation. They allow customers to purchase tokens, pay bills, report power outages and other service issues, and track complaints with a ticket number.

He said users can also view energy consumption, access bills and payment receipts, manage multiple accounts and meters, and update personal information.

On complaint integration, AEDC said all complaints—whether submitted through the apps, its web portal, social media or the regulator’s complaints platform—now feed into one customer relationship management system.

The utility said this enables management to monitor field-team response times and track how quickly faults are resolved. The MD maintained that the Nigeria Electricity Regulatory Commission’s platform remained active and is now integrated with AEDC’s system.

The MD also explained that apps enable customers to report power outages and other service issues directly from their devices. According to him, customers will be able to see whether their feeder or transformer is energised, helping them determine whether a fault is on the network or at their premises.

The company said the platforms include a staff verification feature that allows customers to confirm the identity of AEDC personnel before granting access to their premises. This responds to security concerns about impostors entering homes under the guise of utility staff.

“Our customers are at the heart of everything we do. As their needs and expectations evolve, we must evolve with them. The MyPower Mobile and Web Apps are significant steps in that direction, using technology to give our customers greater control over how they interact with AEDC and access the services they need,” Okwuokenye said.

Chief operating officer, Blessing Ogbe, said the launch reflected AEDC’s focus on improving the customer journey, with feedback informing process and channel design.

AEDC however admitted the apps cannot detect meter bypass, though customers can report suspected cases.

The web version currently offers more advanced features, including statements of account dating back to 2019 and detailed consumption data, which the company plans to add to the app alongside real-time monitoring of consumption.

On data protection, officials said users must verify their identity through email or phone and complete a know-your-customer process before accessing the platform.