October 2026 · Ouagadougou · Company replied
Facture d’électricité multipliée par trois ce mois-ci alors que le compteur était en panne ; aucune visite de contrôle.
Energy and water · Ouagadougou
SONABEL
Verified profile
National electricity company of Burkina Faso: generation, distribution and billing.
Indicators
6
Complaints
40 %
Response rate
0 %
Confirmed resolution
35 h
Average response time
3
No response within the deadline
Period: Oct 31, 2025 to Oct 31, 2026.
12-month trend
- Nov : Received 0, Answers 0
- Dec : Received 0, Answers 0
- Jan : Received 0, Answers 0
- Feb : Received 0, Answers 0
- Mar : Received 0, Answers 0
- Apr : Received 0, Answers 0
- May : Received 0, Answers 0
- Jun : Received 1, Answers 0
- Jul : Received 0, Answers 0
- Aug : Received 0, Answers 0
- Sep : Received 1, Answers 0
- Oct : Received 4, Answers 2
Latest published complaints
September 2026 · Ouagadougou · Sent to the company
Branchement payé il y a trois mois, toujours pas réalisé malgré plusieurs relances à l’agence.
June 2026 · Ouagadougou · Sent to the company
Facture d’électricité multipliée par trois ce mois-ci alors que le compteur était en panne ; aucune visite de contrôle.
Only cases whose complainant agreed to anonymous publication are shown.
Related alerts
Information
Information
Energy and water
Power cuts: how to find the load-shedding schedule
During hot spells, load shedding is scheduled. The supplier must publish the schedule by neighbourhood. A bill cannot increase because of power cuts.
Whole country SONABEL
How the indicators are computed
- Complaints: cases filed on Consom’Action and linked to the company over the last 12 months.
- Response rate: share of cases sent to the company that received an answer, among those whose deadline has passed or that were already answered.
- Average response time: time between sending the case and the company’s first answer.
- Confirmed resolution: share of answered cases for which the consumer personally confirmed the problem is solved.
- No response: cases whose deadline (72 hours by default) passed without an answer.
- Complaints are reviewed by our team before being sent; complainants’ contact details are shared only with their consent.
“Listening company” label: at least 20 complaints, a response rate of at least 90% and confirmed resolution of at least 70% over a rolling 12 months. The association may withdraw it in case of observed breaches.