Bridging the Metering Gap Through Customer Sensitisation

The Nigerian energy sector strives to provide dependable electricity for its people through various initiatives and policies. One of these is a metering system that promotes transparency and accountability in billing. Unfortunately, meter adoption remains low. Therefore, bridging the metering gap through customer sensitisation is essential.

According to the Nigerian Electricity Regulatory Commission (NERC) quarterly report for June 2022, the registered electricity customer population stands at 12.64 million. Out of this population, only 4.89 million customers, which is 38.7 per cent, are metered. This leaves an unmetered population of 7.78 million customers and a metering gap of 62.3 per cent.

Metering is an essential component of the power sector value chain. It enables accurate billing, facilitates energy conservation, and generates revenue for power distribution companies (DisCos). However, inadequate metering continues to hinder the success of power sector reforms in Nigeria. Some consumers evade payment by bypassing their meters, while others face overcharging through estimated billing, favouring the DisCos.

To address this challenge, the Nigerian government has implemented various initiatives to accelerate the deployment of meters across the country. These initiatives include the Meter Asset Provider (MAP) scheme and the National Mass Metering Programme (NMMP). The MAP scheme aims to facilitate the deployment of meters through third-party companies, while the NMMP works in collaboration with local meter manufacturers to provide smart prepaid meters to all unmetered customers. While these programmes have had some success, they have not achieved the desired levels of meter deployment. A contributing factor to this is the lack of customer awareness and participation. As a result, the government’s goal of closing the metering gap by 2023 seems unattainable at this time.

DisCos must develop and deploy stakeholder engagement and communications strategies to support bridging the metering gap through customer sensitisation. These strategies should ensure customers are aware and supportive of the metering initiative. A lack of education on the benefits of metering is one of the drivers of low adoption rates of meters. Thus, sensitisation campaigns to educate customers on the benefits of metering, the meter installation process, and the demonstration of the meters’ integrity and the customers’ role in the metering process can go a long way in driving adoption rates.

Similarly, in South Africa, the government launched the “Operation Khanyisa” programme to encourage households to install prepaid electricity meters. The programme involves a sensitisation campaign to educate citizens about the benefits of prepaid meters, including reducing electricity theft and promoting energy conservation. The Nigerian government can replicate such programmes in Nigeria to accelerate metering.

Community outreach programmes are one of the most effective ways of sensitising customers to the benefits of metering. These programmes involve directly engaging customers in their communities to educate them on the importance of metering and participating in the meter installation process. Community outreach programmes can also allow customers to ask questions and seek clarification on any issues related to metering.

Additionally, social media is an effective tool for customer sensitisation, particularly in Nigeria, where social media platforms are widely used and can reach a broad audience. DisCos can leverage these platforms to educate customers on the benefits of metering and provide regular updates on metering programmes and initiatives.

Bridging the metering gap through customer sensitisation is crucial for achieving Nigeria’s reliable and sustainable power sector. DisCos and other electricity industry stakeholders must collaborate to develop inclusive sensitisation programmes that target all population segments. Effective customer awareness and engagement can lead to a transparent and accountable billing process, increased DisCo revenue, and improved access to reliable and affordable electricity for households and businesses.