Muscat - Muscat Electricity Distribution Company (MEDC), which is solely responsible for the distribution and supply of electricity in Muscat Governorate, published its annual report on Monday, covering the performance for the entire 2022.
Among major operational achievements, the ongoing includes reducing customers’ efforts throughout the customer lifecycle from connection to metering, billing, and payment through the deployment of technology.
Meter Reading
As part of the transformation from Manual Meter Reading to Automated Meter Reading (AMR), the total accounts with AMR meters reached 80,000 accounts by the end of 2022.
The revenue of the AMR accounts is representing around 65.2 percent of the total sales revenue.
The forward-looking plan for AMR is to cover the entire accounts in Muscat Governorate with AMR which will transfer the entire Meter reading activity to be automated.
Efforts have been made to deliver against a pre-defined schedule with the number of accounts to be read each month within each zone. Overall performance of 95.23 percent compared to 90.8 percent last year was recorded in 2022.
Prepaid meters
The prepaid meters (SABIQ) enable customers to have a bill-free service with full monitoring of their consumption.
SABIQ customers continued to grow reaching 98,000 and representing 22.45 percent of the total customer base, compared to 20.30 percent last year.
Bill Delivery
As part of the digitalization initiatives, MEDC has transferred to have the entire Bill delivery in a digital means, therefore, only e-mail and personalized SMS were used since 2021 in the bill delivery service.
The total Bill Delivery percentage has reached 95.46 percent by the end of 2022.
Complaint Management
Complaint Management Customer complaint resolution performance has recorded an average of less than one day compared to the target of 3 days.
Responded complaining customers satisfied with the resolution were recorded at 98.37% in 2022, compared to 94.30% satisfaction recorded in 2021.
The service level in the contact center achieved 88.92% in 2022 compared to 84.58% in 2021 in response to our customers experiencing power interruptions and/or power quality fluctuations.
The customer base grew by 2.63 percent in 2022 to 437,958 accounts from 426,746 in the previous year.
The revenue for the year is RO 367.220 million, up 1.29 percent from 2021, reporting a profit of RO45.596 million and conclusively a net profit of RO 6.506 million in the year.
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