How to File a Complaint Against Your Electricity Distribution Company with NERC
Numerous electricity users in Nigeria have recently expressed dissatisfaction with their electricity distribution companies (DisCos) over various issues, particularly service quality. Many customers are unaware of their rights or the proper channels to formally submit complaints against their electricity providers to the Nigerian Electricity Regulatory Commission (NERC). This guide provides a step-by-step approach to help consumers escalate their complaints effectively.
Overbilling Tops Customer Complaints in 2023
According to a recent report from NERC, 1,220,245 complaints were lodged through its customer complaint units in 2023, with most issues concerning overbilling and metering concerns. Other grievances included load shedding, power outages, disconnections, billing discrepancies, metering challenges, and delays in reconnection services. Earlier this year, NERC imposed a penalty of N10.5 billion on the 11 DisCos operating in the country for failing to adhere to regulations concerning the capping of estimated bills for customers without meters.
Step 1: Contact Your DisCo’s Customer Complaints Unit (CCU)
When a customer encounters an issue, their initial step should be to contact the Customer Complaints Unit (CCU) of the distribution company responsible for electricity in their area. Customers need to submit a written complaint to the nearest CCU for their DisCo and obtain an acknowledgement of the complaint. This confirmation may be necessary if the issue needs to be escalated beyond the CCU. The distribution company is generally required to address and resolve the complaint within 15 working days, depending on the complexity of the matter.
Step 2: Escalate to NERC Consumer Forum
If a customer is unsatisfied with the resolution provided by the CCU or experiences delays or unresolved issues, they may escalate their complaint to the nearest NERC Consumer Forum office. NERC has set up these Forum offices to handle complaints that the CCUs have not successfully resolved. Customers can find the location of these Forum offices through the link: https://nerc.gov.ng/forum-offices/. The Forum offices are strategically located in the operational regions of distribution companies to facilitate customer support.
Functions of the Forum include, but are not limited to: resolving customer complaints not attended to at the DisCo level, reversing undue charges to an aggrieved party, preventing unfair business practices, giving direction for the withdrawal of hazardous electrical services being offered, and providing the basis for compensating an aggrieved party. All appeals are recorded and acknowledged within three working days of receipt. Within ten days, the Forum will determine whether to accept or decline the appeal for a hearing. Note that appeals may be dismissed if the Forum finds them to be frivolous, vexatious, or without sufficient merit.
Step 3: Appeal to NERC Headquarters
If one is not satisfied with the Forum’s resolution of their complaint, they may escalate it to NERC by submitting a complaint, along with all supporting documents, through the online portal at https://nerc.freshdesk.com/support/tickets/new. Alternatively, they can reach NERC headquarters by calling 02013444331 or 09088999244 or emailing complaint details to complaints@nerc.gov.ng. NERC will review the case, including the procedures followed by the DisCo and the Forum, to reach its decision.
Federal Government Orders Reduction in Electricity Export
In a related development, NERC plans to improve power supply for local consumers. It instructed the System Operator (SO) to limit the electricity sent to other countries to 6% of what is supplied domestically. The countries affected are Togo, the Republic of Benin, and the Niger Republic. This decision follows years of unpaid bills and high debt from these countries.
