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COVID-19: Measures by Eneo to ensure continuity of service to customers while protecting them

In the face of the Coronavirus (Covid-19) health crisis, Eneo has taken precautionary and safety measures to preserve the health of all our staff and customers.

In order to limit travel and therefore contacts, we are inviting our customers to use our dematerialized services as a priority:

  • Check their bills, preferably from his telephone by sending the contract number by sms to 667 90 90 90 or by clicking on the link https://my.eneo.cm/;
  • Pay bills from your mobile telephone with confidence through our approved partners (Orange Money, MTN Mobile Money, Express Union Mobile, YUP and UBA) without the risk of being disconnected whereas the customer paid within the deadline ;
  • In partnership with Orange and MTN, Eneo has suspended charges on electricity bills payment to support its customers during COVID19. Orange Money: Until June 30, no fees on the payment of bills up to 25,000 FCFA. MTN Money: Until April 30, no fees for the payment of all bills;
  • Be informed or report technical and commercial concerns through Live Chat on www.eneocameroon.cm, our Call Centre on 8010, and dedicated WhatsApp Customer groups.

If the customer must go to the agency, suitable facilities are available there.
1- At the entrance of some agencies, a suggestion box might be available to collect complaints and claims (indicate the subject of the complaint, name, telephone and contract numbers);
2- A reinforced security and queue management system in front of the cash desks in order to :

  • Supervise the entry of customers - no more than 10 people in the agency lobby ;
  • Ensure compliance with a safety distance - 1.5 m between customers inside and outside the agency (security guards inside and outside ensure compliance);
  • Enforce respect of safety lines of 1.5 meters from the counters;
  • Ensure the constant availability of hydro-alcoholic gels, and if necessary, masks for reception staff at the counters.

Other agency personnel are deployed no more than 2 persons per office, except where it was possible to be 1.5 meters apart.

Although limited, teams on the field (generation, network maintenance and various interventions) will continue to ensure electricity supply in compliance with health safety rules and other protection measures.

New initiatives to strengthen these preventive and accompanying measures during this trying period are under studies.

Eneo Cameroon is calling on its customers to scrupulously respect all of these measures taken in order to allow effective continuity of service by limiting the spread of the virus.


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