CUSTOMER CARE POLICY FOR NIGERIAN ELECTRICITY MANAGEMENT SERVICES AGENCY

INTRODUCTION

The Nigerian Electricity Management Services Agency is established to carry out the functions of Enforcement of Technical Standards and Regulations, Technical Inspection, Testing and Certification of All categories of Electrical Installations, Electricity Meters, and Instruments, to ensure the Efficient Production and Delivery of Safe, Reliable and Sustainable Electricity Power Supply and Guarantee Safety of Lives and Property in the Nigerian Electricity Supply Industry, and other Allied Industries/Workplaces.

In line with the provisions of the NEMSA Act 2015 and Statutory Regulations, it is mandatory that All Electrical Installations in Power Plants / Stations, Transmission Networks / Systems, Distribution Networks/Systems, and other Allied Industries and Workplaces where Electricity is used; as well as all Electricity Meters and Instruments to be deployed in NESI, are duly Inspected, Tested and Certified fit and safe by electrical inspectors (Engineers and Technologists) of NEMSA and the NEMSA National Meter Test Stations before they can be put to use in Nigeria.              

MISSION STATEMENT

To ensure efficient, stable, safe and reliable networks for electricity supply; safety of lives and property in the Nigerian Electricity Supply Industry, other allied industries and premises through appropriate and innovative technology employing a well-motivated workforce.

VISION STATEMENT

To be an efficient world class technical enforcement agency that ensures standardization, specification, quality, safety and competence for the competitive Nigerian Electricity Supply Industry, other Allied Industries and Premises.

NEMSA QUALITY POLICY STATEMENT

Nigerian Electricity Management Services Agency is committed to Quality Enforcement of Technical Standards and Regulations to assure safety of lives and property in Nigeria.

We are committed to continually improve our Quality Management System Process and satisfy applicable requirements.

We shall make available to all relevant interested parties and ensure that it is communicated, understood and applied within NEMSA.

COMMITMENT

We are committed to providing the highest quality services, delivered responsibly and cost effectively by well-informed professionals who take pride in what they do

  • We will seek to understand the requirement of our customers
  • We will always ensure the strict privacy and confidentiality of customers and potential customers
  • We will always ensure that the clients are treated courteously and promptly
  • We will encourage staff members to act politely, friendly and helpfully in dealing with complaints
  • We will ensure that you are always told the name of the person taking responsibility for dealing with your inquiries or problems. All major issues will be dealt with by the Managing Director/CEO
  • We will always admit and rectify immediately any errors or inaccuracies caused by our staff
  • We aim to provide services in a helpful, friendly and effective manner within the constraints of available resource
  • We are aware of and assist customers with special needs providing a service free from discrimination
  • We publicize our services and opening hours keeping customers informed of changes
  • We will put our users at the centre of our service and be responsive to our users’ needs.
  • We will treat our users with courtesy and respect
  • We provide users with the means to submit comments and suggestions and undertake regular surveys of their opinions.
  • We reply to signed comments within 14 working days and use these comments to help us further improve our service.
  • We provide training, including customer care, for our staff ensuring service is of a high quality.
  • We have the right to enforce the rules and regulations. Offenders may be asked to leave or forfeit their right to use the services.

If you have any comment regarding NEMSA’s commitment to its customer care policy please feel free to contact our customer care officer.

Name:               Customer Care Officer

Address:            4, Dar Es Salaam Crescent, off Aminu Kano Crescent, Wuse II

Tel no:              +2347037381087

Email address:   info@nemsa.gov.ng

It is the policy of NEMSA to provide quality service that meets the needs of our customers. How ever if our customers have any complaints regarding the services provided by the Agency, we will like to hear them and assist wherever possible. The customer care policy aims to deal with complaints regarding our services.

Complaints Procedure

Most complaints can usually be successfully resolved by a staff member. However, if you are not satisfied with response to your initial complaints then you should write to the Nodal officer/head SERVICOM Unit:

Name:               Nodal Officer

Address:            4, Dar Es Salaam Crescent, off Aminu Kano Crescent, Wuse II

Tel. no.:            +2348034515220

Email address:   info@nemsa.gov.ng

The Agency aims to acknowledge all written complaints within three working days investigate and take any resolution within fifteen working days. While we do our best to serve you better ensure that you comply with all our rules.

Approved by:

Managing Director/CEO &      

Chief Electrical Inspector of the Federation

Nigerian Electricity Management Services Agency (NEMSA)