Muscat: Nama Group, an electricity holding company, launched its new customer service programme for its electricity distribution companies in Oman.
According to the Nama Group officials, the new service programme has been developed to offer a wide range of services to its customers.
“Through this programme, our customers can understand the services being delivered by us,” Ghada Al Yousef, Executive Manager for Group Communication and Sustainability at Nama Group, said on the sideline of the launch of their customer service programme.
Projects have been selected on the basis of a review of the customers’ journey starting from obtaining a new connection, meter reading, billing, and collection, in addition to handling inquiries and complaints.
The programme will also boost customer communication channels, which are assessed against an annual customer satisfaction survey.
“Our programme’s objectives are to improve customer experience in electricity distribution services, reduce the cost per customer, and to boost customer satisfaction across all our delivery channels,” Engineer Abdullah Said Al Badri, CEO of the Muscat Electricity Distribution Company, said on the sidelines of the launch of their customer service programme.
During the event, Nama group also revealed their new bill layout, which will come into effect from 1 March.
“The new bill layout provides additional information to enable customers to gain a better understanding of their consumption,” said Sheikh Mansoor Al Hinai, Vice President of Distribution and Supply.
“Customers can know their current and previous month’s consumption, in addition to being able to view the period covered between each reading,” he added.
He also said that the distribution companies will continue the meter reading services through their contractors as the accuracy of the bills is highly dependent on the correct meter readings.
The Nama group has also developed an application, which can be accessed via smartphones and computers.
According to officials, the application will help the customers to know how the consumption is calculated.
“Customers have to give some basic information to generate the bill to know how the consumption is calculated, and it can be used in both Arabic and English language” said Ghada.