FAQs

General

• What is sub-metering?

  Some groups of customers are metered and billed in bulk (as one entity) by the utility (DisCo). These groups include private residential estates, shopping complexes, markets, student hostels, police/military barracks, etc. These groups therefore have to put in place their own internal billing mechanisms to ensure all end-consumers pay their fair share. The metering system used in this type of situation, which is managed by the group itself, is known as sub-metering

• Why do utilitys bulk-bill groups of consumers?

  Sometimes, the manner in which electricity is distributed within a group of end-consumers is not transparent enough to give the utility confidence that it can accurately meter and bill every end-consumer. In other instances, the group, for its own reasons, applies to a utility for connection as a single unit.

• What is the objective of sub-metering?

  The main objective of a proper sub-metering system is to accurately, fairly and conveniently collect revenue from end-consumers to settle the utility's bill (including the associated costs of providing a central alternative power source, where available), on an on-going basis.

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Facility Owner/Manager

• Can I migrate my end-consumers to EasyVend from another platform?

  Yes, if they are STS-type prepaid meters

• Can I procure my own meters and still use them on the EasyVend platform?

  Yes, if they are STS-type prepaid meters

• Can I use non-STS meters on the EasyVend platform?

  No, EasyVend only accepts STS-type meters

• Can I collect debt and other estate charges using the EasyVend platform?

  Yes. An estate can create any number of non-electricity charges, define their frequency, and how they are to be paid. These charges are then required to be settled before electricity can be purchased by the respective end-consumers.

• How secure are payment transactions carried out on the EasyVend platform?

  EasyVend takes security of user data very seriously. All transactions on the system are through well-known, trusted and CBN-regulated payment gateways that adopt trusted security protocols

• How does the estate receive the payments made by end-consumers on the EasyVend platform?

  Payments made through any of the two payment gateways are settled directly into the estate's bank account using the 'T+1' standard. This means all payments made in a day are settled the following working day.

• How do I determine the Tariff to charge the end-consumers?

  To collect enough revenue to fully cover your monthly bulk bill, charging the end-consumers the same tariff as the utility will leave a small margin known as technical losses. This is the power loss that exists between the point of the bulk meter and the internal reticulation that connects the end-consumers. This loss is usually not substantial, but should be factored into the tariff. The cost of administering the sub-metering system, including our commission, should be factored as well. We can advise you on how to estimate a fair and appropriate tariff

• How do I know that the utility's bill is accurate?

  If the bill is derived from actual meter readings, you need to confirm that the readings are correct. The meter also needs to be 're-certified' periodically as prescribed by regulation. We can help you to facilitate this with the utility. If the bill is 'estimated', it cannot be accurate. It may be low or high. Ensure you are metered by your utility.

• How do I ensure my sub-meters are accurate?

  As part of our service, we'll undertake periodic on-site accuracy tests on a random representative number of meters. And where the delinquency report from EasyVend shows any unusual vending behaviour, we'll carry out a targeted check of such a meter

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Consumer

• Why is my Estate charging me higher than the utility tariff?

  1. From the point of metering by the utility down to the sub-meter of each end-consumer within the group, there are small 'losses' that will result in the sum of all the sub-meters being slightly less than the consumption registered by the utility's bulk meter. This difference due to 'technical losses' is compensated for through a higher tariff.
  
  2. To put the sub-metering system in place and to provide the services that go along with it, such as vending, meter checks/tests/maintenance, and other administration roles, there's a cost. This cost is also recovered by factoring it into the tariff.

• How can I recharge my meter?

  Once your account has been set up on EasyVend, you'll receive an activation email. Thereafter, you can download the EasyVend app on your iOS or Android devices, or simply log in at the easyvend.ng website to access your account and vend.

• I bought credit on easyvend portal but token was not sent. How can I resolve this?

  Please call or send an email to our support team

• Could not login to easyvend portal, what could be the cause?

  Please call or send an email to our support team

• What is the minimum credit I can purchase on easyvend portal?

  Unless your estate has prescribed a minimum (and a maximum), there's no limit

• My details are not yet setup on easyvend, what should I do?

  Please contact your estate admin

• I was debited for a failed transaction

  If your account is debited for a failed transaction, your bank will normally reverse this back to your account. Please check with your bank to know their timing for doing this

• How can I print out my transaction receipt?

  A standard printable receipt is sent to your email for each transaction. This receipt can also be generated when you log into your EasyVend account. Just connect your device to a printer and print as you would any other document.

• Do the meters come with preloaded credits?

  By default, new prepaid meters come with preloaded credit. However, an estate can request for the credit to be removed

• Will I pay for the preloaded units?

  Yes, it is created as a first-line charge the first time you vend on EasyVend

• What does the error on my meter mean?

  Please refer to the 'starter pack' that accompanied your meter, or call/email our support team