For some months now, there is a perception of over-billing amongst certain customers. What is it all about? What has changed?

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Billing errors can occur. We deplore the inconveniences caused to our customers. Our wish is for the customer to take control of his/her consumption and billing by following up the entire process with Eneo. Thus, in case of doubt with regard to a step, they can contact Eneo for verification, with the objective of responding in less than 20 days as indicated by the Rules of Service.

Concerning the perception of over-billing, it is quite possible amongst certain customers lately.

With a view to improving customer service and safety, Eneo is committed to a comprehensive approach aimed at replacing and modernizing its equipment in all segments of its business. In Generation: Rehabilitation of big dams, replacement of gensets of thermal power plants and installation of solar facilities. In Distribution: replacement of wood poles including the introduction of concrete and metal poles into the distribution networks, change of outdated meters, etc.

The modernization of the meter pool can come with perceived variations. It could entail under-billing or over-billing. Until now, complaints rarely come from those with cases of under-billing.

NB: Cases of under-billing not reported to Eneo, result later, usually, in high bills.

In fact, all efforts and changes underway are guided by the desire to bill the customer only what he has consumed. Meters installed since over a decade ago no longer offer all reliability related guarantees. Most of these meters are electromechanical (with wheel). Their particularity is that after a 10 to 15-year lifespan, they become obsolete. Thus, they record either high or low. The new meters, on their part, capture the real consumption of the customer, hence this normal immediate perception, which should subside progressively.

Another item to take into consideration is the new approach implemented in Douala and Yaounde further to the centralization of billing before the end of 2019.

In order to limit teams going to customers’ premises, as a COVID-19 prevention measure, Eneo has been experimenting for some months now a billing approach. It entails a meter reading system at a frequency of one month on two or three. Thus, while waiting for the next reading, the customer always receives his monthly bill, based on an estimated consumption. The estimation principle entails billing the customer on a consumption that is more or less equal to the average of his last three consumptions. Normally, the consumption of the customer will basically be the same from one month to another. However, sometimes a change in his electricity consumption routine can generate a drop or rise on his real consumption. This gap, which is not visible during the estimation, his billing will balance only at the time his index is effectively read. Depending on the nature of the gap, there might be either a higher or a smaller bill than usual. Hence, the impression of under-billing or over-billing, depending on the case. Thus, the balance is immediately restored as soon as the index is effectively read.

In any case, billing principles must be respected i.e.:

• Billed consumptions must be just;
• Eneo relies on the index read on the meter to establish and charge real consumption at the end of a given period. In this case, it is two or three months. In France, for example, it is six months including a system of meter reading once every six months.