The Electricity Sector Regulatory Agency (ARSEL) was established by Law No. 98/022 of December 24, 1998, governing the electricity sector. This law was amended and supplemented by Law N ° 2011/022 of December 14, 2011, which enshrines the liberalization of the electricity sector in Cameroon. It has the status of public administrative establishment within the meaning of Law No. 99/016 of December 22, 1999, amended and supplemented by Law No. 2017/010 of July 12, 2017 on the general status of public establishments and companies in the public sector. and parapublic. Among other missions, ARSEL ensures the regulation, control and monitoring of the activities of operators and operators in the electricity sector, within the framework of the policy defined by the Government.
This structure in the performance of its missions gives an important place to the protection of consumer rights. In addition, in terms of price, it ensures the supply of electrical energy and its quality. In addition, it acts as arbiter in disputes between operators or in conciliation between operators and consumers.
Faced with the multiple telephone calls and requests received from electricity consumers, relating to the various inconveniences caused by the public electricity service, ARSEL has decided to organize, since 2011, satisfaction surveys among subscribers of the public service of electricity in Cameroon. The first edition of these surveys took place in 2011 and covered a sample of 6,000 subscribers of the company AES SONEL. The second took place in 2012 and was based on a sample of 10,000 subscribers.
On the occasion of the completion of the Complementary Survey of the fourth Cameroonian Household Survey (EC-ECAM4), the National Institute of Statistics (INS) was asked to carry out the present satisfaction survey of subscribers of the company Energy of Cameroon (ENEO) among 108,000 households, the results of which are presented in this report.
Energy of Cameroon 108,000 subscribers data satisfaction survey report (2017)