Resolution of an overbilling dispute between SNEL and a restaurant in Kinshasa
The Director General of the Electricity Regulatory Authority (ARE), Sandrine Ngalula Mubenga, recently set up an arbitration and conciliation unit for disputes between consumers and operators in the electricity sector in the Democratic Republic of Congo . This new structure has just resolved a dispute between the National Electricity Company (SNEL) and a restaurant in Kinshasa, concerning alleged overbilling.
The dispute was resolved thanks to the intervention of ARE experts, dispatched to the commune of Gombe. Following analysis of the consumer’s file, the AER asked SNEL to install a control meter in order to verify the validity of the accusations of overbilling.
The installation of a control meter will make it possible to monitor the evolution of consumption and to confirm, or not, the malfunction of the previous meter. This solution was proposed in order to resolve a problem that has persisted for more than ten years, without finding a satisfactory solution.
The restaurant manager, Théophile Kibaka, welcomes the intervention of the AER and the resolution of the dispute. He recalls that it is thanks to the electricity sector regulatory authority that progress has been made in this matter. He expresses his gratitude to the President of the Republic for the creation of the ARE, which allows traders to prosper in their activities.
The restaurant’s legal counsel, Me Kale Kabongo, underlines the importance of the AER’s responsiveness in resolving this dispute. He affirms that if SNEL is indeed guilty, it will have to assume its responsibilities.
The AER consumer unit is accessible to consumers who wish to submit their complaints or requests for conciliation. They can drop off a letter directly to the AER headquarters, contact them by email or telephone, or use the consumers section on the AER website.
This dispute resolution illustrates the importance of an effective regulatory structure in the electricity sector, in order to protect consumer rights and guarantee a fair relationship between operators and consumers. Thanks to the intervention of the ARE, this restaurant in Kinshasa will finally be able to see a lasting solution to its overcharging problem.