1. NIGERIAN ELECTRICITY REGULATORY COMMISSION GENERAL OVERVIEW OF THE STATE OF CONSUMER EDUCATION/PUBLIC RELATIONS NERC/NARUC PARTNERSHIP PROGRAMME OCTOBER 8-12, 2012 Presented by Patrick Ayendi (DGM, CE&E) & Maryam Abubakar (AGM, Media)

2. OUTLINE 1. Cardinal objectives of Nigerian Electricity Regulatory Commission (NERC) 2. How NERC protects the consumer 3. How NERC educates/enlightens the electricity consumer 4. General functions of the Consumer Education and Enlightenment Unit 5. NERC’s critical publics 6. Profile of publics 7. Communication channels 8. Critical information for consumers 9. Strategies/channels 10. Conclusion Electricity on Demand2

3. Cardinal objectives of the Nigerian Electricity Regulatory Commission (NERC) Uninterrupted power supply Private sector participation Consumer protection Fair regulation Electricity on Demand3

4. How NERC Protects the Consumer Regulating tariff Educating the Consumer on his/her rights and obligations Provisions on Consumer Protection under the EPSR Act i. Customer Service Standards ii. Customer Complaints Handling: Standards and Procedures Provision of FORUM offices Electricity on Demand 4

5. How NERC educates/enlightens the electricity consumer Section 80 (1) (g) of the Electric Power Sector Reform Act 2005 mandates the Commission to provide information to consumers and the manner of its dissemination. In pursuant of that, the Commission established the Consumer Education and Enlightenment Unit in August, 2010 Electricity on Demand 5

6. General functions of Consumer Education and Enlightenment (CEE) Unit Planning and Execution of Power Consumer Assemblies Work closely with Divisions in fine-tuning information on their various activities for adequate consumer education/enlightenment Compilation of educational materials expected from Divisions for production of Information Booklets and Handbills(fliers) and Posters Electricity on Demand6

7. General functions of CEE Unit (Cont’d) Conceptualisation of Commission’s Advert copies, Jingles for Print and Electronic (R&TV) and Billboards for Consumer Education & Enlightenment Appraising Advert requests that border on Consumer Education and Enlightenment Ensure educative articles for House Journal with article contributors from various Divisions Electricity on Demand7

8. General functions of CEE Unit (cont’d) Developing quarterly dedicated enlightenment programmes for Radio/TV Stations Coordinating Staff appearances on Radio/TV programmes for relevant topics of discussion Ensure effective branding for gift items Coordinating Workshops/Seminars to educate and enlighten various categories of Consumers Electricity on Demand8

9. General functions of CEE Unit (cont’d) Coordinate educative materials for the Commission’s Website and updating in collaboration with IT Coordinate Exhibitions and Trade Fairs Recommend sponsorship of Social Responsibility activities of the Commission Writing/Editing scripts for Radio/TV programmes Electricity on Demand9

10. General functions of CEE Unit (cont’d) Production of Banners with relevant Consumer Information for use at various Commission events, Corporate and Forum offices Production of car stickers, table calendars, note pads, etc with messages for consumers Work with Forum & Zonal offices to ensure adequate distribution of consumer education information materials Electricity on Demand10

11. NERC’s critical publics Residential Electricity Consumers Commercial Electricity Consumers Industrial Electricity Consumers Institutional Electricity Consumers Special Publics - Civil Societies, NGOs, Organised Private Sector, Guild of Editors, Hotel owners Association, etc Electricity Distribution licensees Electricity on Demand11

12. Profile of publics Urban Semi-urban Rural International Literate Semi-literate Illiterate Electricity on Demand12

13. Communication Channels English Language Pidgin English Some native Nigerian Languages Electricity on Demand13

14. Critical information for Consumers Consumer Rights/Obligations Health and Safety in the use of electricity Energy conservation Vigilance about vandalism of electricity installations and equipment Cost reflective tariff – the advantages Justification of various charges by DISCOs e.g. connection fees and fixed charges. Electricity on Demand14

15. Critical information for Consumers (cont’d) Customer Care Regulations - Connections and Disconnections Procedures for Electricity Services - Customer Complaints Handling: Standards and Procedures - Meter Reading, Billing, Cash Collections & Credit Management for Electricity Supplies - Customer Service Standards of Performance for Distribution Companies Electricity on Demand15

16. Some of the Messages? (cont’d) Essence of a Regulator – NERC When tariffs change Power Consumer Assistance Fund Messages usually watered down. Electricity on Demand16

17. Strategies/channels PRINT - Dailies - Booklets - Fliers/leaflets - Newsletter/magazine - Special publications Electricity on Demand17

18. Strategies/channels (cont’d) JINGLES (short dramatised and captivating messages) - Radio - Television AUDIO VISUAL SLIDES - Speeches, illustrations - Demonstration to specific/special audiences Electricity on Demand18

19. Strategies/channels (cont’d) ADVERTISING - Print - Electronic Used to inform, persuade or re-inforce. WEBSITE - Frequently Asked Questions (FAQ) - General consumer information Electricity on Demand19

20. Strategies/channels (cont’d) RADIO/TV DEDICATED PROGRAMMES - NERC must lead all debates in the Power Sector - Specific messages - No editorial slants - Studio audience - Creates feedback mechanism Electricity on Demand20

21. Strategies/channels (cont’d) DOCUMENTARY FILMS -How the Sector has faired under Regulation -How the Consumer has faired under Regulation -Comparative analysis in attitudinal change by the Consumer OUTDOOR - Billboards, posters, illustrations, etc Electricity on Demand21

22. Strategies/channels (cont’d) POWER CONSUMER ASSEMBLY - Nationwide, interactive - Forum for producer and consumer of electricity - Platform to enable the Regulator meet with producers and consumers of electricity - Opportunity to sort out various issues facing the consumers and producers Electricity on Demand22

23. Strategies/channels (cont’d) SPECIAL WORKSHOPS/SEMINARS - Industrial consumers - Estate developers and residents - Military - Schools - Government establishments e.g. Ministries, Parastatals, etc - National Youth Service Corp camps nationwide - NGOs, Civil Societies, Organised Private Sector, etc Electricity on Demand23

24. Strategies/channels (cont’d) MEDIA RELATIONS – Forums with editors to build capacity and secure buy-in – Capacity building exercise with electricity/energy correspondents – Regular press releases, media briefings, interviews Electricity on Demand24

25. Strategies/channels (cont’d) SOCIAL MEDIA - Bulk SMS, Blackberry groups - Facebook, twitter, youtube, etc DIRECT MAIL - e-mail, letters, personalised information materials e.g. fliers, leaflets, etc Electricity on Demand25

26. Conclusion A well enlightened and educated CONSUMER makes the Regulator a World Class Regulator. Electricity on Demand26

27. THANK YOU Electricity on Demand27