PROCEDURES ON TRANSFER OF CREDIT/DEBIT FROM ONE ACCOUNT TO ANOTHER
An account is a financial record of transactions that is used to collect and store debit and credit amount.Debit is sum of the money owed or sum of money withdrawn out of an account.Credit is sum of money owned or moneys paid in to an account.
Account in Jed Plc is an identical number showing record of customer transactions, which gives the record of energy consumed per kilowatt hour, the monetary value of the energy consumed, payments made by the customer over a period of time.
Credit/ debit transfer is the movement of customer’s statement record from one account to another; transfers can be initiated or requested by customer, marketer or customer care unit.
Why Transfers are initiated:
- Relocation: when a customer is relocating form one premises to another within JED Plc operational area the customer, The Marketer or Customer Care Rep can request to transfer records of account from the old location to the new one then close the account.
- Separation: when creatingnew account out of an existing account the outstanding balance on the old account is evenly distributed across the new account as confirmed/mandated by users of the old account.
- Clash of Accounts: when one account is used by two or more customers(especially between postpaid and prepaid customers) there may be transfer of credit or debit after creation of new accountfor the new customer/customers as the case may be.
Procedures on transfer of credit from one account to another
Customer or Marketer requests in written form with necessary documents attached to the office of the Executive Director Marketing/any senior marketing officer in charge of a location within JED Plc.
Investigations of the premises with the old account and verify the outstanding balance.
Confirm the credit to be transferred.
Raise appropriate document for credit transfer.
Procedures on transfer of debit from one account to another
Customer or Marketer request in written form with necessary documents attached.
Investigation of outstanding balance on old account.
Confirm the debit to be transferred.
Raise appropriate document for debit transfer.
Duration: Within 30 days (Billing Cycle)
PROCEDURES ON OPENING/CHANGE/SEPARATION OF ACCOUNT NUMBER
Account in JED Plc:
Accounts are special numbers, letters, alphanumeric codes we use to identify our customers; each customer has a unique code that is specially assigned to him/her on his bill.
Types of Accounts
Basically we have three (3) types of accounts that we currently identify our customers with in JED Plc.
1. The 16 digits Account Number that starts with 6 are accounts running on the JED Plc Billing Platform before the Enumeration Exercise.
2. The Enumerated Accounts are accounts that were created during the Enumeration Exercise, these accounts starts with alphabets e.g. BK-
3. The 6 digits Account Number that either starts with 4, 5, 6 are sets of accounts created after the 2014/2015 Enumeration Exercise.
Procedures on Opening of Account in JED Plc:
Step 1: Request for connection from customer to any of the JED Plc offices verbally/written.
Step 2: Filling of Form 74 by the customer. Note the FORM is not for sale, and gotten from only customer care officers. This form is categorized into six clauses.
Clause 1 is the customer details consisting of name; address etc to be filled by the customer.
Clause 2 is the summary of electrical appliances in the premises to be filled by either a licensed/qualified electrician or JED Plc Distribution Staff.
> Clause 3 is to be filled by customers requesting for change or replacement of meters.
> Clause 4 and 5 are declaration clauses to be completed by the landlord or owner of the premises.
> Clause 6 is for official use to be completed by the customer care or customer Service officer.
> Then terms and condition section.
Step 3: Inspection of premises by the Marketing and Distribution Supervisor or any approved license electrical contractor.
Step 4: Certification with presumed Kwh by Marketing Supervisor.
Step 5: Captured details of the new setup form which is duly signed and approved by CCU, Revenue Cycle Managerand Feeder Managers will be sent to the Billing Centre for creation of account and bills.
Step 6: Dropping of service by Distribution staff. Note: JED Plc provides materials to the service poles while customer provides materials from pole to the premises.
Change of Accounts in JED Plc:
Why do we change accounts?
We change accounts when two or more accounts are clashing or when there are cases of relocation or need for separation by customers.
Procedures of Changing Accounts
Step 1: Request by customer through a written letter or KYC form Note: KYC forms can be filled in any of our offices.
Step 2: Attach court affidavit, passports and any National approved means of identification.
Step 3: Filling of form 74 by Customer if need be.
Step 4: CRMD raise by CCU.
Step 5: CRMD Checked by Head Customer Service or any senior officer in Marketing Department then approved by the ED Marketing
Step 6: Billing Centre to implement on JED Plc’s Billing Platform.
Separation of Account
Why do we Separate accounts?
We separate accounts when we have two customers or more using one account or when different apartments or shops in the same premises use one account or when there is over load on our service drop. E.g. an estate or multiple shops using one service drop and account.
How we Separate Accounts
We create a new account out of the existing account and if need be transfer part of the outstanding on the old account to the new account if there is any in other to settle dispute arising from the shared account.
Procedures of separating Accounts
Step 1: Request by Customer, Marketer or JED Plc staff.
Step 2: Investigation by CCU or Audit Department if need be.
Step 3: Filling of form 74 by Customer.
Step 4: Inspection of premises by the Marketing and Distribution Supervisor.
Step 5: Certification with Presumed Kwh by Marketing Supervisor.
Step 6:Captured details of the new setup form which is duly signed and approved by CCU, Revenue Cycle Manager and Feeder Managers will be sent to the Billing Centre for creation of account and bills.
Step 7: Separation of service by distribution staff. Note: JED Plc Customer provides materials needed for separation in the premises.
Some Key Words
1. JED - Jos Electricity Distribution.
2. CCU - Customer Care Unit.
3. RCM - Revenue Collection Managers.
4. Kwh – Kilo watts hour.
5. KYC – Know Your Customer.
6. CRMD – Customer Record Adjustment Document.
7. ED – Executive Director.
8. JCS – Jed Cloud Stratum.
Duration: 48hrs to 5 working days
PROCEDURE ON CHANGING/UPDATING ACCOUNT DETAILS
There are so many concrete steps or procedures needed to be taken in order to actualize the objective on changing customer account details.
- Customer or the Marketing Officer will forward request officially for change of account details in written form to the ED Marketing and attach relevant documents. Examples of these documents arecourt affidavit and any government approved means of identification.
- The customer care unit (CCU) or the Marketer will raise CRMD (Customer Record Maintenance Document).
- The CRMD must be approved by the ED Marketing or any Manager as delegated by the ED Marketing.
- The approved CRMD will be taken to the Billing Center for implementation on JED Plc’s billing platform.
- Customer account details can also be change by using KYC form (know your customer form) which the customer can fill from any JED Plc designated office.
Customer will fill KYC form carrying necessary information like customer name, customer account no., mobile no, physical address etc.
Marketing Officer has to satisfy or ascertain with information filled by theCustomer.
CCU or RCM (Revenue Cycle Managers) will also vet before taken it to relevant authority.
- Lastly any senior officer in Customer Care Unit or Marketing Department will give approval for implementation on JED Plc’s Billing Platform.
Duration: 48hrs to 5 working days
IMPROPER SUSPENSION OF ACCOUNT PROCESS WHICH LEADS TO BILLS RUNNING WITHOUT STOPPAGE
Improper or incomplete suspension of account process that leads to bills running without stoppage comes up mostly when the proper procedure for disconnection or suspension of an account is not duly followed. This incidence is common with customers on post-paid metering system.
Customers are expected to pay their energy bills by the due date to avoid disconnection. When bills are not paid within 10 working days from the date of bill delivery (NERC Regulation), customer will be disconnected. Customer Record Maintenance Document (CRMD) is raised bringing the process to a proper or complete disconnection where such customer is placed on suspension (code 4) awaiting his response and account reactivation afterwards.
Customers also have the right to request for either suspension or stoppage of billing. In this case the CRMD should be raised immediately after payment of all outstanding balance owed by the customer. This type of customer’s account should be place on code 7 (stoppage) or code 4 as above depending on his request.
Customer is to ensure that all outstanding bills are paid off and he/she is served with a suspension of account code. This assures customer that no further bill will be running on his/her account. This process is solely the prerogative and the right of the customer to ensure the proper procedure is followed.
Duration: 30 days (Billing cycle)
PROCEDURES ON TRANSFER/MOVEMENT OF METER FROM ONE LOCATION TO ANOTHER
What is Meter transfer/relocation?
Meter Transfer/Relocation is the movement of a meter from one location to another. This relocation can be within or outside the premises.
- Customers are expected to write an application for transfer of meter.
- This application is to be addressed to the Executive Director Marketing.
- Letter should contain reasons for the relocation of the meter.
- Customers are to attach supportive documents to their meter relocation request.
- A meter inspector from JED Plc will be assigned to the customer’s residence for investigation, to confirm the accessibility of the relocation point.
- The inspector is also to confirm if the customer is the actual owner of the meter.
- A recommendation report will be forwarded for approval.
- The customer is to pay the sum of N3, 500 within 24hrs after which relocation will be done.
Duration: Within the premises- 24hrs, Outside the premises to another location - 5 working days
HOW TO LODGE A COMPLAINT
If a customer is dissatisfied with our electricity service, that customer should in the first instance consider speaking directly with the staff member she/he has been dealing with. If they are uncomfortable with this or consider the relevant staff member is unable to address their concerns, then they can lodge a complaint with us in one of the following ways:
•By sending an email to our website; or
•By telephoning JED Plc customer facing employees on any of the customer service contact numbers at attached on appendix 1
•By writing a formal letter addressed to the Executive Director Marketing or to the Feeder Manager. (Letters addressed to the Feeder Manager MUST be acknowledged and directed to the Customer Service Officer for resolution).
All lodged in complaints must be filled in a log book and resolutions updated accordingly. If we receive complaints verbally and we consider it appropriate, we may ask the customer to put the complaint in writing.
When investigating complaints we will be relying on information provided by the customer and any other information we may already be having. The customer may need to be contacted regularly to clarify details or request additional information where necessary. To help us investigate complaints quickly and efficiently, we will ask the customer for the following information:
•Name, contact details and service centre,
•Details of any steps the customer may have taken already to resolve the complaint
•Copies of any documentation which supports the complaint
JED PLC'S CUSTOMER COMPLAINTS HANDLING PROCEDURE
NERC COMPLAINTS REDRESS MECHANISM
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THE RIGHTS OF ELECTRICITY CONSUMERS
- All new electricity connections must be done strictly on the basis of metering before connection.
- Meters procured under the Credited Advance Payment for Metering Implementation (CAPMI) Scheme must be installed within 60 days, after which, NO disconnection NO billing.
- Customers have the right to transparent billing. Unmetered customers are to be issued with electricity bills strictly based on NERC’s Estimated Billing Methodology.
- Customers have the right to contest any disputed electricity billing.
- Customers have the right to be notified in writing ahead of disconnection of electricity service in line with NERC guidelines.
- Customers have the right to prompt investigation of complaints arising from electricity service disruption.
- Customers should not pay for equipment used in supply of electricity.
- Customers have the right to lodge complaints in line with the NERC Complaints Redress Mechanism
OBLIGATIONS OF ELECTRICITY CONSUMERS
- Customers have the obligation to pay for electricity used within the stipulated timeframe
- Customers are to ensure receipt of monthly electricity bills if not on pre-paid meters and lodge a complaint if not issued with a bill.
- Customers are to ensure that all metering and electrical equipment within their premises belonging to JED Plc are not tampered with or bye-passed.
- Customers are to notify JED Plc of any tampering or interference with the service connection when they enter new premises.
- Customers are to notify JED Plc of any outstanding electricity bill before moving into new premises.
PROCEDURE FOR NEW SERVICE
Prospective Customer has to visit any JED Plc Customer Care Office to collect an application form (Form 74) and a Mains Inspection Form.
Applicant to correctly and completely populate all designated portions in the forms and has to consult with any registered engineer or a LECAN member for thorough load assessment and the verification of the standard of the internal wiring.
The registered engineer or the LECAN member after certifying that the internal wiring of the prospective customer is in conformity with the IEE specifications and in accordance with the occupational health and safety requirements shall endorse the form with his seal and the seal must bear his registration number.
Applicant shall submit a correctly completed Form 74 and a Mains Inspection Formto the nearest JED Plc Customer Care Office within 7 days.
The Customer Care Officer shall receive the completed forms and KYC form attached to the Mains Inspection Form and shall register them and also upload the data on JCS.
The Feeder Manager and Marketer shall carryout a through pre-mains inspection and complete an enumeration form in respect of the applicant and forward same to the Network Engineer in the service centre.
The Network Engineer shall carryout a thorough mains inspection, load reading and a geographical sketch of the reticulation then forward same to the Head Network Engineer.
The Head Network Engineer shall study the report. When satisfied, with it; he then issues a provisional permission for the applicant to commence construction work highlighting all the specifications and standards that the applicant must conform with then forward same to the customer service officer.
The Customer Care Officer shall confirm and certify that the process was done appropriately and the information’s and recommendations on the forms are accurate and in line with the regulations.
After construction work by the applicant the Network Engineer shall visit the applicants premises, inspect the quality of work done. If he is satisfied with the quality of materials used and work done, he shall make recommendation to the Feeder Manager for approval to connect.
Based on the recommendation of the Customer Care Officer and Network Engineer the Feeder Manager shall grant approval for the connection of the applicant.
Immediately after connecting the new customer to JED Plcs’ network, Network Engineer shall inform the Customer Care Officer accordingly.
The Customer Care Officer shall thereafter make a request for meter for the customer, if meter is not available for installation. The Customer Care Officer shall raise CRMD and send same for JCS billing.
The Marketer shall ensure that when the customer is billed, the bill shall be delivered to the customer and the customer shall acknowledge receipt of the bill by making the necessary payment.
At this point the process ends and the file is closed and sent to the data bank management office for records.