The Impact of Estimated Billing on Customer Service Delivery in Jos Electricity Distribution (JED), Evidence from Bauchi Metropolis

Abstract

The issue of estimated billing has been a major challenge in Nigeria's electricity distribution sector, particularly in areas served by Jos Electricity Distribution (JED). This study examines the impact of estimated billing on customer service delivery in Bauchi Metropolis, focusing on its effects on customer satisfaction, revenue collection, and service efficiency. Despite efforts by the Nigerian Electricity Regulatory Commission (NERC) to phase out estimated billing through the Mass Metering Program (MMP), many customers still experience arbitrary charges, billing disputes, and lack of transparency. Using a descriptive survey research design, data was collected from residential and commercial electricity consumers in Bauchi Metropolis, as well as officials from JED. Findings reveal that estimated billing significantly affects customer satisfaction, leading to non-payment of bills, distrust in JED, and increased cases of electricity theft. The study also found that prepaid metering is widely preferred as it enhances billing accuracy, transparency, and revenue collection efficiency. However, challenges such as inadequate meter distribution, technical issues, and resistance from some consumers hinder the full implementation of metered billing. The study recommends that JED should accelerate the deployment of prepaid meters, improve customer engagement and complaint resolution mechanisms, and adopt advanced metering infrastructure (AMI) for real-time monitoring. These measures will help enhance billing accuracy, customer trust, and service delivery in the electricity sector.

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