Egypt’s Minister of Electricity and Renewable Energy Mahmoud Esmat has directed electricity distribution companies nationwide to strengthen oversight and auditing of electricity bills, ensure accurate consumption readings, and improve mechanisms for handling customer complaints and grievances.
The measures come in line with President Abdel Fattah Al-Sisi’s directives for direct and rigorous supervision of electricity bills, as well as efforts to facilitate the settlement of outstanding amounts owed by citizens.
Esmat held a meeting with the heads of electricity distribution companies and commercial sector officials nationwide, in the presence of senior ministry and Egyptian Electricity Holding Company officials, to review billing and auditing mechanisms and ensure direct communication with consumers.
During the meeting, Esmat reviewed the billing and accounting systems used by each distribution company, as well as internal monitoring, review and auditing procedures. Discussions also covered procedures for dealing with reports of malfunctioning electricity meters and the need to provide emergency meters and field teams so they can be installed immediately upon receiving a complaint through the customer service system.
The minister directed distribution companies to standardise meter assessment prices nationwide and replace malfunctioning meters within 72 hours of receiving a report.
He also ordered the implementation of a unified instalment system for financial settlements across all distribution companies, allowing customers to choose suitable payment arrangements in accordance with applicable regulations.
Esmat stressed the need to ensure accurate billing based on the actual consumption period, with bills properly itemised according to the relevant months of consumption. He also instructed companies to accurately record meter readings and photograph electricity meter readings, emphasising that unphotographed readings should not be relied upon when recording customers’ actual consumption.
The minister further called for strict adherence to quality standards and the preparation of weekly reports, alongside strengthening the inspection, monitoring and oversight committees responsible for billing and accounting systems. He also directed companies to increase the number of technical support teams and maintain continuous monitoring of the complaints system.
Companies were instructed to review customer complaints and grievances, maintain direct communication with complainants, and prepare periodic reports on response rates and the provision of necessary facilities in accordance with applicable regulations.
During the meeting, Esmat also reviewed measures to improve the performance of electricity distribution companies and ensure reliable power supply across all voltage levels. He stressed the importance of continuous coordination with the National Energy Control Center and the ministry’s Crisis Management Center, particularly during emergencies, peak demand periods and heat waves.
The meeting also addressed measures to reduce power outages in terms of their frequency, duration and number, while improving overall service quality and ensuring a stable and sustainable electricity supply nationwide.
Esmat emphasised that all necessary measures must be taken to facilitate services for citizens, stressing that there would be no compromise on citizens’ right to receive reliable and adequate electricity services commensurate with the development of Egypt’s power sector and the government’s focus on electricity as a key pillar of sustainable development.
