SOME ANSWERS TO

Eneo
CUSTOMERS QUESTIONS
 Billing
 Control, Standardization and
Safety of Installations
 Eneo Prepaid Solution
 Connections

SOME ANSWERS…
To Questions Our Customers Are Asking

1
 BILLING

Eneo is increasingly connecting households and businesses, about 90 000

on average every year; a performance that is above the goals set by the
Government within the framework of the concession agreement. However,
certain customers complain that they receive their first bills after several
months. What is the situation and what are you putting in place?
Q1.

We understand customers who complain when they receive their first bills
late. Therefore, we grant commercial facilities to customers who find them-
selves in this situation, for convenience.
However, we are working at limiting this type of risk that is relatively margin-
al. Through several reforms, we have been able to increase to over 95% the
rate of first bills issued to customers within the deadline prescribed by the
Electricity Rules of Service, i.e., 03 months.
For example, we have just put in place a reinforced measure to track all oper-
ations to be carried out by the various teams that intervene in the process
related to the issuance of the first consumption bill. This includes an internal
objective to reduce this deadline to one or two months.
Furthermore, as with all billing-related cases, the customer can contact Eneo
through MyEasylight. Our monitoring mechanism that we are about improv-
ing on makes it possible to examine cases and provide solutions.

What is Eneo doing to improve on making bills available to customers?

Q2.
Bills could be deposited at an absent customer’s premises and the house
help fails to inform them. The wind could blow it away from the box at the en-
trance; or it could be left rather at a neighbor’s house. These are realities in
the field, which can lead to misunderstandings. We regret that.
Aware of these situations, we have increased channels (physical and digital)
to reduce, to the lowest level possible, the probability for a customer to miss
his consumption bill. We communicate on this regularly.
Presently, we strongly encourage our customers to subscribe to our online
agency, MyEasylight, where they can select to receive their bills online, in
their customer space, including a history of their last 12 bills.
SMS on information and availability of bills are sent to customers every
month. To this end, we need to have their correct telephone numbers.
With regard to the dematerialization of billing, we are going one-step further.
Our IT teams have just developed a more practical solution. Customers, who
request it, can now directly receive their bills electronically. Three reception

2 Some Answers to Eneo Customers Questions

 channels are available: SMS, WhatsApp and E-mail. Those who have sub-
FACTURATION
scribed receive their bills automatically, once available, without any action.
For those who have not subscribed, their bills, in a dematerialized format, are
also available. They can consult them through SMS, WhatsApp and Web. Our
customers, like most Cameroonians, are increasingly using WhatsApp, SMS
and E-mail. We strongly urge them to choose one of these channels to help
us in simplifying their relations with us. These platforms we recommend
have the advantage of allowing for both the reception of dematerialized bills,
downloading of Eneo receipt in due form, wherever the customer has paid.

When the electricity service witnesses interruptions, and Eneo customers do

not have energy, sometimes at the end of the month they still receive bills
like in normal periods. What explains this?
Q3.

Once more, our apologies for the instability/interruptions in electricity sup-

ply.
We observe that electricity service is more stable during the COVID-19 peri-
od. This is due to an overall drop in demand. In fact, if the demand of house-
holds has relatively increased with the confinement, that of businesses has
dropped slightly following the downward trend of economic activities. Since
businesses represent most of the demand, the latter is decreasing generally
against a supply of which the production conditions have not changed fun-
damentally. We can say that there has been a balance. Thus, little or almost
no rationing during COVID19.
With the progressive resumption of business activities, new interruptions
could occur. We are working with public authorities to ensure the restoration
of the financial stability of the sector. This will contribute in improving service
quality in the long-term.
Concerning billing after power outages, it should be stated that a bill records
only what the customer has effectively consumed.
During a power outage, the meter is not functional. Customers should take
time to verify this by themselves. If the meter functions, it could be a fault.
The customer must thus contact Eneo.
Undoubtedly, if a customer thinks that his consumptions are abnormally
high, commercial procedures and Rules of Service provide for the customer
to contact Eneo through his home agency or our digital platforms. We invite
customers to do it through the online agency, MyEasylight, which has the ad-
vantage of a greater traceability and thus a better follow-up of requests/
complaints.
We are working at improving the possibility for the customer to read his me-
ter by himself and to send to us his index through WhatsApp. This way, they
participate in either their billing, or its correction in case of error. It is provided
for in the Rules of Service and already effective on MyEasylight.
The approach is guided by two billing principles, i.e. transparency and trust.
We want to create or reinforce, as appropriate, an atmosphere of trust be-
tween our customers and us.

3 Some Answers to Eneo Customers Questions

 FACTURATION
For some months now, there is a perception of over-billing amongst certain
customers. What is it all about? What has changed?
Q4.

Billing errors can occur. We deplore the inconveniences caused to our cus-
tomers. 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 equip-
ment in all segments of its business. In Generation: Rehabilitation of big
dams, replacement of gensets of thermal power plants and installation of so-
lar facilities. In Distribution: replacement of wood poles including the intro-
duction 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 Yaoundé further to the centralization of billing before the end of
2019.
In order to limit teams going to customers’ premises, as a COVID-19 preven-
tion 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 estima-
tion principle entails billing the customer on a consumption that is more or
less equal to the average of his last three consumptions. Normally, the con-
sumption of the customer will basically be the same from one month to an-
other. 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 re-
stored as soon as the index is effectively read.

4 Some Answers to Eneo Customers Questions

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

F ABilled


C TURATION
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.

The 2019 Finance Law exempts Value Added Tax on certain consumptions.
Some customers think that Eneo does not apply the text properly. Thus, for
example, for a bill of 300 KWH, they think that Eneo should apply the VAT
only on 80 KWH, leaving out the first 220 KWH.

Q5.
What is exactly written in the 2019 Finance Law in its article 128 paragraph 9,
is: « Shall be exempted from Value Added Tax, water and electricity con-
sumptions of households when the latter do not exceed: 220 KWH per
month for electricity and 20 m3 per month for water»
NB: « consumptions when the latter do not exceed 220 KWH ». Hence, if
these consumptions exceed 220 KWH, they are not exempted.
Thus, we think there was certainly a misunderstanding of this text. For the
case mentioned in the question, the consumption that stands at 300 KWH
exceeds 220 KWH, the entire 300 KWH will not be exempted (VAT will be
applied to the entire 300 KWH).
This exemption, as the law states, applies only to households. Hence, an
Eneo customer who uses energy for business or industry supply needs will
not benefit from this exemption.
This law concerns only the application of the VAT, and has nothing to do
with electricity tariffs. Tariffs are still those provided for in the decision of the
Regulator (ARSEL) taken in May 2012. They have not changed until now.
When we compare these tariffs in force with the provisions of the 2019 Fi-
nance Law, we can thus come up with the table below for households.

Bracket Tariff (in FCFA) VAT

From O to 110 KWH 50 0
From 111 KWH to 220 KWH 79 0
From 221 KWH to 400 KWH 79 19.25%
From 401 KWH to 800 KWH 94 19.25%
From 801 KWH to 2000 KWH 99 19.25%

It remains constant that the VAT collected by Eneo does not enter into its
books. It is paid back entirely to the State, which carries out periodic tax au-
dits at Eneo, like in all enterprises.
Finally, here below are our tips to electricity consumers to better enjoy this
measure:
 Ensure that you have a single household for one meter, so as to con-
tain

5 Some Answers to Eneo Customers Questions

 your consumption within the untaxed margin;

F AGet


C TURATION
your meter from Eneo, if you do not have one yet;
Save energy; control your consumption.
 Non-adherence to these tips can lead to an increase of about 4% on
consumption bills.

What do Eneo procedures provide as far as the management of claims is

concerned?
Q6.

The period for the resolution of a claim depends on the nature of the prob-
lem posed. Eneo provides for a minimum deadline of 48 hours for simple
problems. However, if the resolution would take a relatively long time, provi-
sion is made to serve the customer a letter with registered delivery, less than
20 days, in accordance with the Rules of Service.

Is it normal to install/replace a meter at a customer’s premises without his

consent, without letting him know? What do the Rules of Service provide?
Q7.

According to the Rules of Service, the meter is the exclusive property of

Eneo.
The replacement of a meter is done in the presence of the customer or his
representative, after the Eneo teams should have informed the customer of
their presence.

CONTROL, STANDARDIZATION AND SAFETY

OF INSTALLATIONS

Increasingly, Eneo control teams visited customers. What is the purpose of

this increase in inspections?
Q1.

This falls within the general framework of the electricity network standardi-
zation and safety. It is in line with operations of rehabilitation, replacement
and modernization launched in all areas of Eneo activity, i.e., from generation
to commercial through distribution.
Upstream, we are introducing solar, rehabilitating Songloulou to maintain it
in full generation capacity; we are reinforcing the distribution network with
bigger cables, new transformers, and concrete poles here and there. In order
to ensure the safety of these distribution components and the quality of en-
ergy supplied to households and businesses, we have to act in the same

6 Some Answers to Eneo Customers Questions

direction downstream, i.e., closer to customers, on lines (low voltage lines)
as well on meters.
For example, in less than two years, 500 new distribution transformers were
installed in Douala, bringing the total number of transformers of the city to 2
570. These actions allow for the improvement of network safety and service
quality, which is expressed in a better resistance of electric lines during
storms, drop in interruptions and unserved energy by around 35%. However,
in Douala, there still exists micro-power cuts and low voltage in certain are-
as, as well as fires outbreaks, originating from electricity.
At the root of this phenomenon are three main factors:
1. Anomalies on certain transformers and low voltage network;
2. The effect of haphazard connections that overload equipment/
installations;
3. Tampering of meters and circuit breakers.
Cleaning up and standardization are unavoidable. Controls and inspections
that we carry out on installations fall within this standardization process.
The challenges of this approach are:
 Safety of the network, of installations and employees, our customers
and those careless individuals killed by tampering with facilities/
installations.
 Comfort: eliminate pockets of low voltage. Improve on the quality of en-
ergy in order to enable customers benefit from their electrical house-
hold or industrial appliances.
 Social justice: why must honest customers continue to pay for illegal
customers?
 Trust: we want to restore trust in actors of the sector. Investors need to
know that they are not putting their money into risky networks. Pro-
ducers, the transporter and other large suppliers must be paid or reas-
sured that they will be paid, so they can also run their operations. Eneo
must also continue to expand the distribution networks to increase ac-
cess to electricity. However, the level of losses that illegal practices
generate is very high and is an enormous risk for the balance of the
entire electricity sector. It is practically the equivalent of the entire pro-
duction of the Songloulou power plant that fades away in illegal net-
works. In the jargon of the electricity business, we measure perfor-
mance by distribution efficiency. Today, Eneo loses dozens of efficien-
cy points due to this scourge. An efficiency point is equivalent to al-
most CFAF 4 billion. These standardization operations constitute an
important lever, an emergency; in restoring the electricity sector as a
whole regain its balance.
 Governance: we tend to think that to aspire to become a governance
model in Africa, we must fight against bad practices and strongly sanc-
tion those who are the perpetrators at Eneo, its subcontractors as well
as its customers. In the past 12 months, about 60 fraud barons have
been handed over to the judicial authorities; a baron is an actor who
illegally maintains an electrical network of at least 100 households.
Over 10 Eneo employees have been dismissed for connivance with ille-
gal networks.

7 Some Answers to Eneo Customers Questions

 F A C TEneoUteams
Numerous R AvisitTthe
IO N of customers, sometimes for meter
premises
reading, for distribution of bills and sometimes for fraud control, etc. Is this
not too much, and does this not encourage the multiplication of fake employ-
ees in the field?
Q2.

The issue of fake control workers is something we are taking seriously and
which we are combating, through our technical compliance unit - our internal
police - associated with the forces of law and order, with the support of pub-
lic authorities.
Our advice to customers is to ask persons who approach them on behalf of
Eneo to identify themselves. It is their right; and it is simple. They must ask
for their badges, national identity cards and service or mission order. On the
badge, there is an employee ID number that the customer can request and
send through SMS via 8010, or through WhatsApp via 699119911 in order to
verify the identity of the individual. Where you find yourself in front of mali-
cious persons, the only thing you should do is to call the forces of law and
order.
There is also a number administered by an independent monitoring body on
proven bad practices (acts of corruption, racketeering, intimidation, etc.) of
Eneo employees or its partners. The number is 698 000 000. The customer
can also use for whistleblowing.
Today like never before, meter reading and distribution are undergoing rapid
changes aimed at, in the long-term, significantly reducing a multitude of vis-
its to customer premises. Dematerialization, at the core of these two pro-
cesses, is going to lead to a reduction of the number of workers who visit
customers. We wish to limit the movements of customer to our offices, and
of our workers to their premises. This should only be done in cases of need
like installations, repairs, inspections and standardizations…

Numerous Eneo teams visit the premises of customers, sometimes for meter
reading, for distribution of bills and sometimes for fraud control, etc. Is this
not too much, and does this not encourage the multiplication of fake employ-
ees in the field?
Q3.

The control of installations is governed by the Rules of Service in its article

13, and by the control directive for electrical installations and establishment
of regularization bills. Two operational strategies are applied: combing and
targeting.
We carry out systematic scanning in the various operational areas of the
company. The visit of a control team to a customer’s premises does not al-
ways result, à priori, from a suspicion of fraud.
Teams, made up generally of two persons, arrive, introduce themselves, re-
quest for access to the installations. They proceed with inspections in the
presence of the customer or his representative. The inspection is first visual,
then, where necessary, it moves on to the opening of the meter. At the end,
the controllers establish whether there is an anomaly or not. There are sever-
al types of anomalies, and the control teams always indicate the type

8 Some Answers to Eneo Customers Questions

 detected on the post-control form.
F
TheA CTU
legislator hasR AtheT right
given
essary, a counter-expertise.
I OtoNthe customer to request for, where nec-
Furthermore, strict instructions are always given to control teams to be po-
lite, to show respect and to be professional throughout these operations.
Any proven breach is subject to disciplinary sanctions.

Complaints of customers concerning controls are sometimes based on the

lawfulness of Eneo teams; sometimes bailiffs are not present. What do you
have to say about that?
Q4.
The Rules of Service provide for the presence of bailiffs in control teams; it
also recognizes the possibility of having Eneo certified experts. Furthermore,
it provides for the joint signature of the technical report between Eneo and
the customer or his representative. This last provision makes the presence of
the bailiff optional.
However, for customers that have loads above 18 kVa, we have systematized
their presence.

Some customers point an accusing finger at the Eneo control teams who
blame landlords whose tenants get power supply from other sources. You
call them parallel connections. These landlords say they do not understand
why they are being blamed for their tenant's decision to get power supply
from their neighbors.
Q5.

The concession agreement between Eneo and the State of Cameroon stipu-
lates in its article 11 relating to the right of the Concession Holder that the
User:
a. Is bound to respect the exclusive distribution right of Eneo on its Distri-
bution Perimeter as defined in article 3 of these Rules. Consequently,
Users are strictly prohibited from distributing electrical energy beyond
the Eneo supply point;
b. Cannot perform any operation on the connection upstream of a supply
point (bypasses, disassembly, etc.);
c. Cannot transfer electricity or supply it to a third party outside the prop-
erty served.
Each compound or building can only have one connection. The connection is
made in the name of the owner. From this connection, we can derive as
many additional panels as the owner wishes for the different apartments or
studios. The landlord of a compound will therefore prevent his tenants from
getting power supply from parallel connections. It is up to him to request ad-
ditional panels for his apartments/tenants, to enforce the rule of one apart-
ment or house/one subscription/one meter.
In the event of non-compliance with these provisions, the User is liable to
suspension of his power supply, or to the removal of the connection, and to
penalties.

9 Some Answers to Eneo Customers Questions

 In addition, article 3 relating to the distribution perimeter stipulates that in
accordance with the concession, Eneo be authorized to distribute electrical
energy to Users exclusively within the entire Distribution Perimeter.

Before installing a new meter at a customer's premises, shouldn't Eneo con-

duct a test, in the presence of the customer, to clear any doubts by both par-
ties?
Q6.

At Eneo, the installation of a new meter is done in strict compliance with the
provisions of the Rules of Service, in the presence of the subscriber or his
representative. It consists in verifying the physical integrity of the meter
(presence of seals, traces of tampering, etc.), followed by its commissioning;
a joint report on its proper functioning and verification of the installation/
initial index. It is materialized with the issuance of the jointly signed commit-
ment form, while a copy is given to the customer, who must keep it carefully.

Is it true that there are meters that continue to run during a power outage?
Q7.

An outage means absence of power. Since a meter needs energy both from
the grid and the subscriber's internal load to operate, it is therefore impos-
sible for an electricity meter to continue operating when there is a power
outage.
However, we have realized that some customers have generator sets are
improperly connected. Since they install their genset upstream the Eneo
electronic meter, it supplies power to the meter causing it to run as soon as
it takes over following a power outage.

Eneo recently launched an operation to readjust customers’ power loads.

Customers whose loads had been revised upwards were asked to pay an ad-
justment bill. What was it all about?
Q8.

The Rules of Service allow customers, when subscribing, to choose the

subscribed load that suits them, according to their installed capacity. This
installed capacity depends on their household equipment. On this basis,
the circuit breaker is adjusted by Eneo to correspond to this load. The cus-
tomer may/must, in no case, tamper with the circuit breaker. If they wish to
increase their load because of added equipment, they must inform Eneo
and pay for the resulting increase in load.
Circuit breaker calibration is done exclusively by Eneo. The commitment
form jointly signed and given to the customer after installation of his meter
provides full information on, and the state of each equipment installed. Any
modification of this calibration without the approval of Eneo is the entire
responsibility of the customer who is held accountable.

10 Some Answers to Eneo Customers Questions

 FACTURATION
Avant de poser un nouvel appareil chez un client, Eneo ne devrait-elle pas
faire des tests, en présence du client, afin de lever toute inquiétude pour les
deux parties ?
Q6.

À Eneo, la pose d’un nouveau compteur se fait dans le respect strict des dis-
positions du Règlement de Service, en présence de l’abonné ou son
représentant. Elle consiste en la vérification de l’intégrité physique du
compteur (présence des scellés, absence de traces d’effraction, etc.), suivi de
sa mise en service ; du constat contradictoire de son bon fonctionnement et
de la vérification de l’index de pose/départ. Elle est sanctionnée par la dé-
livrance de la fiche d’engagement conjointement signée, dont une copie est
remise au client qui doit la garder précieusement.

Est-ce vrai qu’il y a des compteurs qui tournent quand il y a interruption de

l’électricité ?

Q7.

Une interruption signifie absence d’énergie. Etant donné que chaque

compteur a besoin, à la fois de l’énergie provenant du réseau et de la charge
intérieure de l’abonné pour fonctionner, il est par conséquent impossible
qu’un compteur d’électricité fonctionne encore lorsqu’il y a interruption de la
fourniture d’électricité.
Par contre, il nous a été donné d’observer chez certains clients des cas où le
groupe électrogène a été mal connecté. Installé en amont du compteur élec-
tronique Eneo, il alimente celui-ci et le fait tourner dès qu’il prend le relai
après une interruption d’énergie.

Eneo a lancé récemment une opération dite de réajustement des puissanc-

es. Les clients dont les puissances ont été revues à la hausse ont été appe-
lés à payer une facture de régularisation. De quoi s’agissait-il ?
Q8.

Le Règlement de Service laisse la possibilité au client, lors de son abonne-

ment, de choisir la puissance souscrite qui lui convient, en fonction de sa
puissance installée. Cette puissance installée est fonction de ses équipe-
ments ménagers. Sur cette base, le disjoncteur sera réglé par Eneo, de
manière à correspondre à cette puissance. Le client ne peut/doit en aucun
cas toucher au disjoncteur. S’il désire faire une augmentation de puissance
parce que son ses équipements ont augmenté, il doit en informer Eneo et
payer l’augmentation de puissance qui en découle.
Le calibrage de disjoncteur se fait exclusivement par Eneo. La fiche d'en-
gagement contradictoirement signée et remise au client après installation
de son compteur donne l'exhaustivité et l'état de chaque équipement posé.

11 Some Answers to Eneo Customers Questions

 The differential between the officially subscribed load and the circuit breaker
FACTURATION
setting is considered a “subscribed load fraud”. "However, there are no tech-
nical control or penalties. The customer is just required to pay the difference
or to return to the load recorded in the system.
We therefore launched a load update operation, for reasons of safety and
quality of service. Uncontrolled load gaps are sources of overload, drop in
voltage, explosion of transformers, and consequently, power outages.
The adjustment fees charged to customers whose field amperage turns out
to be higher are used to adjust their consumption deposit at Eneo. This
money is refundable upon cancellation of the contract, after deduction of
any unpaid bills.
The customer is free to adjust or not his/her subscribed load by paying
these fees. However, they will have to maintain at home the same load as
the one recorded in the Eneo system.
Subscribing the right load allows, on the one hand, for an optimal function-
ing of domestic equipment while ensuring their protection, and on the other
hand, a safer dimensioning of cables and transformers by the Eneo teams;
and even those of SONATREL, in terms of adapting the transmission and
distribution networks to the real demand on the field.
For a household, when the subscribed load becomes insufficient for a safe
and reliable supply, due to the addition of new equipment, it is recommend-
ed to contact Eneo services to formally request for an increase in load.

Can Eneo allow a third party to check its meters?

Q9.

The conditions for installing and checking electricity meters are defined by
the Rules of Service, in particular in its Article 9, paragraphs 1 and 2 which
define the prerogatives and responsibilities of the parties (Distributor and its
Subscribers). It is obvious that it is not the Distributor's responsibility to give
authorizations for such checks.
Eneo has an internal specialized Laboratory, which ensures Metrological
Quality Control of all new and used electricity meters used on its Distribu-
tion network.
This laboratory is well known to ARSEL (Electricity Sector Regulatory Agen-
cy in Cameroon) and the Public Services in charge of Legal Metrology in Cam-
eroon. As part of their missions, these two State bodies have the power to
initiate audits of our Laboratory at any time; and they often do it.

Who is responsible for the electric meter installed at the customer’s premis-
es?
Q10.
The Rules of Service stipulate that the meter is the property of Eneo and
must be accessible to the later at all times without prior notification; it is
also under the responsibility of the customer who must jealously take care

12 Some Answers to Eneo Customers Questions

 of it and guarantee its security. We strongly recommend that customers or
their representatives be systematically present during checks at their home.
FCustomers
A C Tshould
U RalsoAassess
TIO N
the reliability of their meter by doing an inter-
nal study at home, or an inventory of the capacities of the devices installed
and their operating times. This can make them more alert customers, and
help them to monitor/control their consumption.

Who tampers with Eneo meters?

Q11.

Fraud in a broad sense mainly benefits consumers who practice it, and who,
in the majority of cases recorded on the field, refuse to recognize their ac-
tions. Some will even start smear campaigns against the company.
It can be done by anyone with knowledge of electricity/electronics. Third
parties, and sometimes Eneo staff and partner companies are involved in it.
All these malpractices are provided in Article 13 of the Rules of Service and
sanctioned by Articles 318 and 319 of the Cameroonian penal code.
In the past 12 months, about 60 fraud barons have been taken to court; giv-
en that a baron is an actor who illegally has an electrical network of at least
100 households. More than 10 Eneo staff have been dismissed for their
complicity in these illegal networks.

What types of fraud are recorded on/in the meters?

Q12.

Meters can be subject to various malpractices, in particular fraud/

irregularities anomalies caused by a third party, with the aim of distorting
the recording of energy consumed by the meter. This can be done outside or
inside the meter.
We also record several types of fraud done before the meter, such as paral-
lel/illegal connection, direct connection to the connection cable, etc. The
purpose of all these malpractices is to divert part or all of the energy con-
sumed from the normal circuit.

Do you sometimes have situations of faulty meters at the time of installa-

tion? If so, what is Eneo doing to prevent such a situation from harming the
customer?
Q13.

No. Before shipment, the meters are checked and certified in the factory, ac-
cording to international standards. When they arrive at Eneo, they are still
tested, in our laboratory, through sampling, before they are sent to the field.

13 Some Answers to Eneo Customers Questions

 FACTURATION
What are the different types of meters at Eneo?
Q14.

 For Low Voltage, we have the following meters:

 Electromechanical;
 Electronic: standard, communicating or smart, and prepaid types;
 For Medium Voltage and High Voltage: communicating or smart elec-
tronic meters.

We are talking about the new electronic meters. What is the difference with
the old ones?
Q15.

1. The electronic classic: High accuracy/reliability of counting; but ba-

sically no difference on the principle of measurement;
2. Prepaid: Payment of energy in advance and better management of
consumption; but no fundamental difference on the principle of
measurement;
3. Communicating or intelligent meters: High accuracy/reliability of
metering, remote reading; but no fundamental difference on the
principle of measurement.

What are the benefits of the new meters to the customer and Eneo?
Q16.

To the customer:
 Facilitation of monitoring and control of consumption;
 Exact bill thanks to a good level of reliability of these new technol-
ogy meters and remote acquisition of indexes (reduction of erro-
neous reading)
 Discipline in consumption habits (reduction of non-essential con-
sumption);
 Budget control;
 Reduction of visits by Eneo staff.
For Eneo:
 Better load management, since it is useful in demand and supply
management;
 Better visibility of the data used for billing;
 Remote data acquisition (index) from the meter, making it difficult
to have an erroneous index.

14 Some Answers to Eneo Customers Questions

 F ACTURATION
ENEO PREPAID SOLUTION

You have launched your prepaid-meter solution. Where are you with this
operation?
Q1.

In order to improve the relationship with our customers, to allow them to

gain autonomy and have control over their electricity consumption, the pre-
paid solution was offered to them, first in an experimental phase in
2017/2018 in Douala South, then on a wider scale since 2019.
The introduction and popularization of smart prepaid meters is part of the
process to modernize and improve electrical service in Cameroon. In so do-
ing, Eneo is also meeting one of the commitments made to the government
in 2018, as part of the extension of its concession, namely to modernize and
secure the metering equipment.
With more than 20 000 prepayment meters installed to date, the company
offers comfort and safety to its customers. More than ever, during the
COVID-19 crisis, for example, customers can benefit from electricity without
physical interactions with any Eneo staff. They can even buy energy via Or-
ange Money, MTN Mobile Money, AfrikPay, UBA, Yup ..., without having to
move around.
Customers are spared of the many inconveniences related to meter reading,
distribution of bills, surprise of high bills at the end of the month, and dis-
connections for unpaid bills.
In addition, this metering method solves the problem of joined bills for a
group living in the same premises or the same building, especially since
each household now has a unit that allows it to manage its electricity con-
sumption.
According to a 2014 World Bank report, “prepaid energy management sys-
tems are generally welcome by users: they see their expenses decrease,
they know the amount of energy they will receive, which allows them better
plan their consumption and spending, and are less exposed to energy re-
strictions.”

What feedback are you getting from your customers already using these
meters?
Q2.

In order to appreciate the trends from customer experiences, we conducted

customer surveys. Overall, our current prepaid customers think it has many
advantages: "Practical tool, great autonomy for the consumer, ability to con-
trol and save energy ..."

15 Some Answers to Eneo Customers Questions

 FACTURATION
From a tariff and consumption point of view, what has changed with the
prepaid?
Q3.

We are closely monitoring the consumption of our customers and support-

ing them in their adaptation to this new service. We have teams ready to lis-
ten and educate them on how to use the customer interface to monitor and
control their consumption, which is the best way to control their electricity
budget.
Beyond the surveys carried out, we have the capacity to record all the energy
purchased by customers, and to analyze it compared to their previous con-
sumptions.
The billing system approved by the regulator meets the overall philosophy
behind electricity billing in Cameroon, which advocates that the smallest
consumers should benefit from advantageous rates compared to the aver-
age price per kWh of electricity consumed; while the biggest consumers
bear the proportion not taken care of by the latter. The more you consume,
the higher your tariff; conversely, the less you consume, the more you are
likely to benefit from a lower tariff.
Overall, the electricity budgets of prepaid customers have dropped because
of the combination of two factors: lower tariff and discipline in the use of
electricity. 76% of our prepaid customers are among the most modest, and
belong to the Family and Business segments. They witnessed a drop in their
electricity bills, for a similar consumption with their previous postpaid meter.
These two segments, which represent the vast majority of customers, in-
cluding modest households and small businesses, recorded decreases of
CFAF 1 252 to 4 350 for a consumption of 150 kWh for 1 month.
For the other segments, other levers must be activated in order to save mon-
ey. It goes from the choice of the subscribed load just necessary for crossing
the consumption segment (in kWh) in a given period in the month. For ex-
ample, you have to buy a lot of kWh at the beginning of the month because
it is cheaper, and buy in small quantities (at a lower cost) to finish the month,
and start the cycle of the following month with favorable tariffs.
We continue to educate our customers on the proper use of the prepaid me-
ter, so they can take full advantage of its benefits, and especially save mon-
ey on their electricity budget.

When you come to a customer with the prepaid solution, do they have a
choice? Shouldn't they normally make the request? What does the Rule of
Service provide?
Q4.
Eneo first comes to a customer to raise awareness on the prepaid solution.
In this case, we present the advantages of the prepaid meter. At the end of
our discussions, more than 80% of customers subscribe to the solution.
Some property owners have adopted the prepaid solution, and have request-
ed that all their property on rent be converted to prepayment.
In this case, this awareness phase will be an information campaign on the
prepaid solution.

16 Some Answers to Eneo Customers Questions

 FACTURATION
How can one apply for a prepaid meter? Can one change from postpaid to
prepaid?
Q5.

The customer has the possibility to request for conversion to prepayment, or

for a new installation, at our agencies, or by sending us an email to the fol-
lowing addresses | prepaid.customer@eneo.cm , branchement@eneo.cm

CONNECTIONS

With the introduction of online connection, Eneo promises to respond or

provide an estimate within 48 hours. Unfortunately, many customers have
no response when they write via WhatsApp to apply for a connection. What
is going on?
Q1.

It may actually happen that the system encounters hitches from time to
time, and we truly regret it. However, the online connection solution is in-
tended to simplify the procedures to be followed by the customer to have a
meter installed.
In the past, our customers had many difficulties in obtaining a connection
estimate (difficulties linked to procedures, people, logistics, environment,
etc.). There were numerous meetings, several middle persons in the decision
-making chain, and it took on average 20 days to obtain an estimate.
Eneo has created the online application for connection estimate (via
WhatsApp) to simplify the reception of files and to facilitate access to elec-
tricity. The online connection solution has the advantage that it allows for
close tracking and breaks the chains of administrative bottlenecks that may
exist.
Currently with the Online Agency, the weekly application-processing rate is
90%. The deadlines may be extended due to some temporary supply prob-
lems, as well as the shortage of wood poles, if the connection requires them.
Our IT Teams are working to improve the solution, so that customers are re-
assured that their applications are taken into account always, and that pro-
cessing is done on a first-come, first-served basis.
In the meantime, we advise our customers who contact us online for their
connection requests to always remind us 3 to 4 days later, if they have not
received a response or acknowledgment of receipt, if they do not receive the
expected estimate.
To make life easier for our customer, the idea was to get connection esti-
mate payment online, and not at the physical agency as is the case now.

17 Some Answers to Eneo Customers Questions

 This is consistent with our digitalization vision, and we are working on a so-
lution for online payment of connection estimates, directly via MyEasylight,
or also through our Third Party Paying Partners.

When some customers apply for their connection, they are told that they
cannot be connected because there are no networks in their neighborhoods.
What is Eneo planning to do here?
Q2.

With the expansion of cities on the outskirts, the need for network expansion
is indeed a constant concern. Through the implementation of its distribution
network expansion plan, Eneo Cameroon has since 2014 contributed to the
growth in the access to electricity in Cameroon with an average of +2% annu-
ally. Since 2014, about 90 000 households and businesses on average an-
nually have had safe access to electricity. This momentum was relatively
slowed down since 2019 due to the difficulties faced in the supply of wood
poles because of the security crisis in the North West, which is the main
source of wood poles in Cameroon.
Eneo is working with the State to find alternative solutions in the West re-
gion. With the approval of the Ministry of Forestry, the company has just
started logging wood in the Baleng forest in Bafoussam. Negotiations are
underway to expand the supply with logging other forests in the West.
In the meantime, Eneo launched its concrete-pole-manufacturing project, in
partnership with local investors. A dozen factories are operational in the
different regions, and the concrete poles produced are injected progressively
into the network, either to strengthen the existing networks, or build the re-
quired extensions to grant new households and businesses access to the
network.

What is the connection execution deadline? How can it be improved?

Q3.

The trend of the average connection execution deadlines after payment of

estimates has experienced a satisfactory improvement in recent years; from
20 to 5 days, on average. It is thanks to reforms (lower subscription fee, sim-
plification of procedures, etc.)
Unfortunately, due to problems of poles supply, it is becoming increasingly
difficult to make connections within the deadline where poles are required.
This has an impact on the execution of some connections. As we have said
before, we are working with the public authorities to find a solution to this
problem of pole supply.

END

18 Some Answers to Eneo Customers Questions