Customer Disgruntled Over Nored Service

KONDJASHILI Amunyela is a frustrated woman. She has paid close to N$70 000 to have electricity connected to her rural home at Ohendjele village 20 kilometres from Ongwediva, but still remains in the dark despite her efforts.

Amunyela applied for her house to be electrified by the northern electricity provider Nored in 2013 and was given three months to pay N$68 548,50 connection fee which she paid off in January 2014.

She was then informed by the company that the electricity would be connected within three months of paying this amount. Today, Amunyela however still finds herself with no electricity in her house, even after paying the required fee which the company says was for installing a transformer for her house. To date Nored has however not provided that transformer.

Speaking on her mother’s behalf, Amunyela’s daughter Rauna Kanu told The Namibian Consumer that the treatment her mother has been subjected to by the company is taking a toll on her health.

“My mother is now depressed as she has spent all this money but does not have the electricity. When she asks about her application, no one at Nored is giving her the answers,” Kanu said.

In an email sent to The Namibian Consumer, Kanu related their frustrations on the matter: “We feel this is really bad customer service and thus needs to be investigated. They are earning interest on our money for a service not rendered yet.”

“N$70 000 is not small money. My mother could have rather invested this money elsewhere and earned interest on it,” Kanu said, adding that according to Nored, Amunyela will still be required to pay an extra fee, to cover the costs of drawing electricity from the transformer to her house. She was allegedly informed of this extra cost when she went to inquire about the progress on her application.

“My mother was told that the amount she paid was only for the transformer [and] she will still has to pay for the connection from the transformer to the house. This has worsened her anxiety and depression,” Kanu said.

She then referred this reporter to a certain Mr Shivute, whom she claims assisted her with her initial queries and complaints, but who later ignored her calls.

When this reporter called Mr Shivute, he declined to comment on the matter, curtly responding: “I am not the spokesperson for Nored” before hanging up.

Contacted for comment on the matter on Monday 25 August, Nored’s public relations officer Herman Ngasia rubbished all claims by Amunyela and her daughter.

“She was told about the delays in getting the transformer installed. They were all told that there is a delay with our manufacturer that is why we did not get the transformers in time,” he said.

He added that in time, all customers who are still waiting for transformers will be connected. He also stressed that a customer needs to state clearly if they want individual transformers and whether they want them up to the house or not.

Ngasia said installing the transformer 500 metres from the house, will result in additional costs to have the electricity connected up to the house.

Ngasia yesterday clarified the issue, saying that a customer who applies for an individual transformer pays the full installation cost, but is later reimbursed part of the costs by neighbours who intend to draw electricity from that transformer.

“She will be compensated in future and Nored will co-ordinate that compensation. Everyone else will pay a capital contribution”.

He also said the amount paid by Amunyela was N$52 849,50 and not in excess of N$60 000 as shown on the receipts Amunyela showed to The Namibian Consumer. Ngaisa could not explain the discrepancy in the figures.

Source : The Namibian