Service Charter

SERVICOM

Service Charter (SERVICOM)

Foreword

This Charter is the maiden edition of the integrated Charter of NIGERIA ELECTRICITY LIABILITY MANAGEMENT LTD/GTE (NELMCO), since the Agency’s SERVICOM Unit came into being. 

SERVICOM was established to improve Service delivery in all MDAs/Parastatals and NELMCO is not an exception. 

This publication is an information handbook on NELMCO to guide our Stakeholders on the services we render and guidelines on assessing them. Through this Charter, we disseminate information on our services, who our stakeholders are, frontline departments, our address, grievance redress mechanism, what our stakeholders should expect from us and our challenges. 

The Stakeholders should note that the Management of NELMCO led by my humble self is committed to ensuring that a conducive environment as well as adequate facilities that will encourage effective Service Delivery have been put in place and we will continue to improve on service quality as encapsulated in my vision statement. Our main priority is to assume and administer the stranded debts and assets of PHCN in pursuant to the provisions of the Electricity Power Sector Reform (ESPR) Act 2005; hold the non-core assets of PHCN; sell or dispose of or deal in any manner for the purpose of financing the payment of debts or other related matters. Other very important aspects of NELMCO’s mandate are to take over the management and settlement of PHCN’s Power Purchase Agreement (PPA) debts as may be determined by the NCP from time to time; as may be expedient with a view to promoting its objectives.  

Adebayo Fagbemi

Managing Director/CE


Introduction

NIGERIA ELECTRICITY LIABILITY MANAGEMENT LTD/GTE (NELMCO) is an agency of the Federal Government supervised by the Federal Ministry of Power. The Agency is established to assume and administer the stranded debts and assets of PHCN in pursuant to the provisions of the EPSR Act 2005; hold the non-core assets of PHCN; sell or dispose of or deal in any manner for the purpose of financing the payment of debts or other related matters in Nigeria.

Other very important aspects of NELMCO’S mandate is to take over the management and settlement of PHCN’s Power Purchase Agreement (PPA) debts as may be determined by the NCP from time to time; sell, mortgage, dispose of, deal in any manner of the property or assets of the company as may be expedient with a view to promoting its objectives; as well as do all such other things as are incidental or maybe thought expedient to the attainment of the above objectives or any of them. In pursuance of the above mandate, NELMCO is saddled with the responsibility of developing and facilitating the implementation of policies for the settlement of all PHCN liabilities following the Power Sector Reform and change Agenda of the current administration.


The NELMCO Service Charter

This Service Charter in its simplest form sets out service commitments of the Nigeria Electricity Liability Management Limited as it relates to the provision given to NELMCO in the ESPR Act 2005. It is an operational tool to guide NELMCO on our responsibilities and on the expectations of our creditors and stakeholders.

It is also our own statement of how impactful what we do or fail to do can be. It also reinforces our understanding of how our work impacts our creditors and other stakeholders.

Our Service Charter has been developed for effective service delivery. It contains the service standards we aim to provide to our stakeholders all the time.

This charter provides information about how you comment on our services, including how to lodge complaints, give compliments or make suggestions. We welcome your feedback to ensure we meet our standards and continuously improve our service delivery.

The contents of this Charter are subject to review from time to time, in line with structural administrative or policy changes that are deemed necessary for the improvement and attainment of the NELMCO’s mandate.


Our Vision, Mission, Core Values

Vision statement

“To be a world –class manager of liabilities and stranded assets in a transitional electricity market”

Mission Statement

“To ensure sanctity of contracts and the settlement of Pension and third party liabilities.”

Our Core Values

Honesty, Integrity, Accountability and Transparency


NELMCO Service Delivery Departments

The Nigeria Electricity Liability Management Limited currently has its Office located at AHMAD PLAZA, Plot 1300, Funmilayo Ransome Kuti Street, Garki II-Abuja.

The Departments are as follows:

A. Office of the Managing Director/Chief Executive

  1. Legal Services Unit
  2. Internal Audit Unit
  3. Procurement Unit
  4. Corporate Planning and Strategy Unit

B. Asset Management Directorate

C. Liability Management Directorate

D. Corporate Services Directorate

  1. Administration Unit
  2. Human Resources Unit
  3. Finance & Accounts Unit
  4. Information & Communication Technology (ICT) Unit
  5. Public Relations Unit

Functions of NELMCO

In compliance with the SERVICOM principles, the NIGERIA ELECTRICITY LIABILITY MANAGEMENT LTD/GTE is committed to providing the following basic services to our customers/stakeholders in a timely, transparent, effective, fair and honest manner in accordance with the Agency’s guidelines:

  1. Solicitation, analysis, selection and award of contract for the procurement of goods, works and services within approved threshold for NELMCO’s projects.
  2. Management of the defunct PHCN liabilities pre-privatisation.
  3. Management of the inherited PHCN non-core assets, which include: land and buildings, scraps and obsolete items & overtime cargoes.
  4. Debt Recovery/Receivables - this includes recovery of debts owed erstwhile PHCN on energy consumed pre-privatisation and other receivables.
  5. Recovery of Title Documents of the erstwhile PHCN Lands and properties.
  6. Management of PHCN Superannuation Fund
  7. Liaising with appropriate Ministries, bodies and stakeholders working with NELMCO.

Service Delivery

Payment of inherited liabilities of defunct PHCN to the following beneficiaries:

  1. Ex Staff of PHCN
  2. Creditors
  3. State government (Tax)
  4. Beneficiaries of Judgement debt/Court cases

List of Customers/Stakeholders

  1. NELMCO Staff
  2. The Federal Ministry of Power
  3. State Governments
  4. Staff of defunct PHCN
  5. Creditors of defunct PHCN
  6. PHCN Successor Companies (DisCos and GenCos)
  7. Financial Institutions
  8. Legislators/National Assembly
  9. Professional groups
  10. Federal Ministry of Finance;
  11. Corporate Entities;
  12. Central Bank of Nigeria;
  13. Office of Accountant General of the Federation;
  14. Budget Office of the Federation;
  15. NERC, BPE, PTAD &Other MDAs
  16. General Public.

Performance Monitoring

NELMCO evaluates and monitor performance of its activities quarterly and periodically through the following means:

  1. Annual assessment of NELMCO performance using the SERVICOM Self-Assessment Rating Checklist;
  2. Bi-annual assessment of the NELMCO service standards to ensure compliance with SERVICOM Principles and Service Charter framework;
  3. Bi-Annual Report on SERVICOM activities within NELMCO to the Top Management;
  4. Quarterly analysis and documentation of customers’ feedback, reactions, complaints and redress activities.

Obligation of Staff and Management

The Beneficiaries are entitled to:

  1. Prompt, fair and courteous service at all times, tailored to the peculiar needs of each Beneficiary;
  2. Adequate consultation where necessary;
  3. Adequate and relevant information channeled through an effective communication network;
  4. Cordial Staff/ Beneficiary relationship;
  5. Effective complaint/complaints procedure and grievances redress mechanism where applicable.
  6. Being highly professional, competent, polite, honest, timely and impartial in rendering our services;
  7. Strive to meet the targets, goals and aspirations of NELMCO within the timeframes stipulated in this Service Charter, within the limits of present operational constraints;
  8. Ensure that an effective feedback mechanism is in place, through which Beneficiaries complaint/complaints, suggestions and observations about NELMCO’s services can be channeled;
  9. Handle all complaint/complaints about service failure/delivery expected from NELMCO.

Customers/Stakeholders Obligations to NELMCO

The successful implementation of NELMCO’s Service Charter and realization of NELMCO’s Mandate and aspiration cannot be achieved without the full cooperation and support of its customers/stakeholders.

NELMCO expects its customers/stakeholders to comply with the following:

  1. Full compliance with NELMCO’s guidelines on acceptance/ payment of liabilities and other activities;
  2. Execution of activities in line with the laid down guidelines and standards;
  3. Quality service delivery from the customers/stakeholders/beneficiaries and drawing the attention of NELMCO’s SERVICOM Unit to instances of service failure through proper complaint channels;
  4. Lodging complaints courteously and politely;
  5. Offering useful suggestion for Service Improvement.

Our Service Standards

When You Write Us, We will

  • Acknowledge your letter(s) and correspondences within 7 days upon receipt
  • Respond to your enquiries within 30 days

When You Visit Us, We will

  • Attend to you within 10 minutes of arrival
  • Act ethically and legally with the utmost integrity, and treat you with impartiality and fairness
  • Provide advice and information that are clearly explained, well founded and relevant

Grievances Redress Mechanism [GRM]

There may be a situation when our Services do not meet our beneficiaries’ expectations. Please do not hesitate to make your complaints known to us by utilizing NELMCO’s Grievances Redress Mechanism as outlined below:

First level of GRM:

Status: Service Improvement Officer

Tel: 08175571021 (9:00am – 4:00pm, working days)

Email: info@nelmco.gov.ng

Room: First Floor, Suite 9

 

Status : NODAL Officer

Tel: 08165115287, 08056922736 (9:00am – 4:00pm, working days)

Email: servicom@nelmco.gov.ng or evanebele@nelmco.gov.ng

Room: Ground Floor

 

Second level of GRM

Status: Managing Director/Chief Executive

Room: No. 6 Bumbuna Street, Wuse Zone 1, Abuja.

Email: info@nelmco.gov.ng

 

Feedback Mechanism

Customer feedback is essential for improving our services. Should you have positive or negative feedback about the services provided to you by NELMCO, please let us know via any of the following channels:

  • E-mail: servicom@nelmco.gov.ng (24 hours)
  • Website: www.nelmco.gov.ng (24 hours)
  • SERVICOM Customer care line: 08165115287, 08056922736 (9:00am–4:00pm, working days)
  • Letters addressed to the Managing Director/Chief Executive
  • Suggestion/complaint boxes in our Office at Ahmad Plaza, Plot 1300, Funmilayo Ransome Kuti Street, Garki II, Abuja.
  • Visits for Enquiries/Complaints: Mondays to Fridays. 10:00am to 4:00pm
  • Our MD/CE is available to receive visitors on Tuesdays – Thursdays, 11:00am – 4:00pm.
    For the MD/CE, clients on appointment or those who have exceptional cases are exempted.

Limitations

The following limitations may affect the implementation of the Charter and the Operations of NELMCO:

  1. Payment of liabilities/claims largely depend on budgetary allocation and disbursement of funds;
  2. Huge sums of receivables(funds) trapped in banks and with customers un-accessed by the NELMCO;
  3. Access to data, relevant information on staff of defunct PHCN
  4. Incomplete documentation of some creditors’ liabilities transferred by the PHCN Successor Companies.

Review of Charter

The charter will be reviewed as need arises.

Our Vision

To be a world-class manager of liabilities and stranded assets in a transitional electricity Market.

Our Mission

To ensure sanctity of contracts and settlement of pension and third party liabilities.

Our Core Value

Honesty

At NELMCO, we believe that, to be truly successful in business and in life, we must always be honest and open with our customers, and our employees

Integrity

We demonstrate integrity in all our business conduct, including dealings with our clients, other government bodies, financial record keeping and treatment of company property.

Accountability

We accept responsibility for our actions. We make and support business decisions through experience and good judgment.

Transparency

We practice total transparency & openness in business functioning, customer & governmental transactions & policies.

Contact Us

Address:

No. 6 Bumbuna Street,

Wuse Zone 1,

Abuja

Phone:

0909-555-7829, 0816-000-8068

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