Eastland Electricity Distribution Limited (EEDL) has received commendations from customers in Ebonyi State following a two-day on-the-spot complaints resolution exercise organised as part of activities marking the 2026 Customer Service Week.
The exercise, held on Thursday, October 8, and Friday, October 9, at the company’s office in Abakaliki, allowed customers to present complaints relating to electricity billing, metering, power supply and other service concerns for attention and resolution.
Speaking with journalists during the exercise, EEDL Head of Communications, Patience Ezeagu, said the initiative was part of the company’s sustained efforts to strengthen customer relations and improve service delivery, noting that it was held every two months rather than being limited to Customer Service Week.
Ezeagu, however, clarified that billing complaints do not automatically result in adjustments, explaining that each case must be properly examined and verified in line with established procedures.
She also urged customers to pay their electricity bills promptly, stressing that revenue generated from bill payments was essential to the company’s operations and its efforts to improve service delivery.
The Head of Customer Service, EEDL, Ekwy Ngwu, said the company recognised that customer satisfaction was crucial to its business, adding that it remained committed to going the extra mile to address legitimate concerns.
According to Ngwu, customer satisfaction and revenue generation are interconnected, as customers who are satisfied with the services they receive are more likely to fulfil their payment obligations.
She disclosed that EEDL maintains complaints desks at its head office and service centres across Ebonyi State, where customers can visit to lodge complaints. Other channels include the company’s customer support line, WhatsApp, email and social media platforms, while its whistle-blower line allows members of the public to report suspected illegal activities.
“At EEDL, every customer deserves the extra mile,” Ngwu added.
Also speaking, the District Business Manager, Abakaliki, Mr Vincent Nwuguru, expressed satisfaction with the turnout, reaffirming the company’s commitment to maintaining quality electricity supply across the state.
He said EEDL would continue to ensure that customers were billed in accordance with the electricity supplied to them.
The exercise attracted positive reactions from customers, some of whom commended the company for creating an opportunity to present their grievances directly and receive attention.
Rev. Fr. Matthew Opoke, one of the participants, praised the initiative, saying it provided a practical avenue for customers to have their complaints heard rather than merely discussing their concerns without action.
“I am satisfied with the fact that the company called for customers to come so that they would know what their complaints are. It shouldn’t just be talking in the air. Being able to hear people, listen to their complaints as they are presented and attend to them is a good thing, and I am happy with it,” he said.
Another customer, Chisom Okey, expressed satisfaction with the process and the resolution of her complaint. She said she had initially been sceptical about the exercise but became encouraged after observing how the company handled customers’ concerns.
Okey also urged other customers to reciprocate EEDL’s efforts by paying their electricity bills as and when due.
Similarly, Sunday Idam said he arrived at the venue with mixed feelings but was pleased with the reception he received and the attention given to his billing complaint, which he said was resolved.
Madam Elizabeth, who attended the exercise over a metering issue, also expressed satisfaction after her complaint was resolved, enabling her to purchase and load electricity tokens on her meter.
Beyond the complaints resolution exercise, EEDL marked the 2026 Customer Service Week, themed “The Extra Mile,” with several customer-focused and community engagement activities aimed at promoting better service relationships and responsible electricity use.
The activities included a sensitisation roadshow across major roads, markets and public spaces in Abakaliki, where residents were educated on complaint channels, timely bill payment, the consequences of energy theft and the company’s Accelerated Settlement of Arrears Project (ASAP), a discount programme designed to encourage the settlement of outstanding bills.
The company also extended its outreach to selected primary and secondary schools, including Izzi High School, Ishieke; St. Theresa’s Nursery and Primary School, Abakaliki; Ndabor Community Primary School, Ishieke; and Presco Secondary School, Abakaliki.
During the school visits, pupils and students received lessons on electrical safety and were encouraged to practise the principle of going the extra mile in their daily lives through punctuality, obedience, honesty, responsibility, timely completion of assignments, assistance with household chores, respect for parents and teachers, and care for others.
EEDL reiterated its commitment to listening to customers, resolving legitimate complaints and continuously improving service delivery. The company also urged consumers to meet their obligations through prompt bill payment, responsible electricity use and protection of electricity infrastructure.
