The resolution of disputes between consumers and operators in the electricity sector is a crucial issue. It is with this in mind that the Director General of the Electricity Regulatory Authority (ARE), Sandrine Ngalula Mubenga, has set up an arbitration and conciliation unit to help resolve conflicts. Recently, this cell managed to resolve a dispute between the National Electricity Company (Snel) and one of its customers in Kinshasa.
In this specific case, the dispute was linked to an alleged over-billing by Snel. The customer in question, owner of the Maxime establishment, felt that his bill was abnormally high due to a malfunction of his meter. In order to settle this dispute, the ARE decided to install a witness meter to confirm or invalidate the overbilling.
The ARE’s approach to setting up an arbitration and conciliation unit is essential to guarantee consumer rights and ensure transparency in the electricity sector. By allowing customers to voice their complaints and finding fair solutions, this unit plays a key role in resolving disputes.
This is also a problem that has persisted for more than ten years for the establishment Le Maxime. Despite correspondence and discussions between the two parties, no solution had been found before the intervention of the AER. The implementation of a witness meter will finally clarify the situation and guarantee fair billing for the customer.
This dispute resolution was welcomed by Théophile Kibaka, manager of Le Maxime establishment, who expressed his gratitude to the President of the Republic for the creation of the ARE. For his part, Mr. Kale Kabongo, legal counsel at Le Maxime, stressed the importance of such an initiative to protect the rights of traders and ensure their prosperity.
It is important to note that the AER consumer cell is accessible by post, email or telephone. Consumers can thus lodge their complaints and request intervention to resolve their disputes with operators in the electricity sector.
In conclusion, the establishment of an arbitration and conciliation unit for disputes between consumers and operators in the electricity sector by the ARE is a commendable initiative. It solves overbilling problems and guarantees fair billing for customers. This is an important step towards increased transparency in this crucial sector for the country’s development