MEET THE STAFF SERIES

Lack of Adequate Work Tools Hampering Revenue Collection

CCD: Ibrahim Garba Abdulkadir, Quality Assurance and Revenue Protection Department is relatively new. Tell us what your experience is like so far.

IG:  My job involves communicating the company's set standard to customers, calculating the loss of revenue accruing from unpaid bills and other related problems. I also prepare reports on by-pass, meter inspection and many more.

The Quality Assurance and Revenue Protection department role majorly is to improve the organization's efficiency and profitability by reducing losses. That is why we inspect meters of customers to ensure that they are functioning efficiently; where we find compromised meters, such customers are made to face penalty squarely. In summary, our department prevents leakages, detects and recovers revenue for the company.

CCD:  What is the procedure for handling customers found to be compromising meters?

IG: Firstly, we explain the implications of such an illegal act to the customer. 

If the meter is tempered with externally, it is corrected but if it is tempered with internally we include the cost of replacing a new meter as part of the fine; a fifty thousand Naira fine for a single phase and a hundred thousand Naira for a three phase.

Lastly, the customer is expected to pay for loss of revenue and reconnection fee.

CCD: Lately, there have been cases of burnt meters. How do you differentiate between an accidentally burnt meter and one done intentionally?                                    

IG:  If a meter gets burnt due to looping, it is not considered an intentional act because the person does not know how to detect whether the connection is right or wrong as per set standards.  But when a meter is burnt due to a bye-pass or tempering, it is regarded as an intentional act; in that case, the customer would be responsible for all the damages and settle all the penalties according to laid down procedure. 

CCD: You mentioned "upholding standards" as one of your responsibilities. How do you ensure that these standards are adhered to?

IG: The department is designed to ensure that all staff and customers comply with the laid down rules and regulations of the company.

CCD: What are the challenges you face in the course of discharging your duties?

IG: We need additional working tools such as ladders and belts for effective monitoring and cash collection. We lack adequate safety materials (Boots, Overalls, Helmets etc), and also do not have enough vehicles to transport all our staff. If all of these can be made available, we can achieve more.