The Nigerian Electricity Regulatory Commission (NERC) has issued a clear, step-by-step guide for electricity consumers facing persistent power supply challenges. The regulator aims to ensure faster and more effective resolution of complaints by directing citizens through established official channels.
Official Complaint Channels for Power Issues
In a detailed post on its official X (formerly Twitter) handle on Monday, December 30, 2025, NERC clarified the proper procedure for lodging grievances. The first and mandatory step is for consumers to contact the Customer Complaint Unit (CCU) of their respective Electricity Distribution Company (DisCo). This unit serves as the primary contact point and is legally required to address complaints within timeframes set by regulations.
The commission emphasized that this structured approach is designed to protect consumer rights, enhance accountability among power distributors, and promote transparency in handling service-related disputes.
How to Escalate Unresolved Complaints
NERC acknowledged that not all issues may be settled satisfactorily at the DisCo level. In such cases, customers have a clear path for escalation. If a complaint is not resolved by the distribution company, the consumer should take the matter to the nearest NERC Forum Office.
The Forum Office operates as an independent body that reviews disputes between consumers and electricity providers. Its role is to ensure fair and impartial outcomes. For consumers who remain dissatisfied even after the Forum's decision, NERC states that they retain the right to appeal directly to the commission itself. The regulator will then conduct a final review and make a binding decision in accordance with existing electricity laws.
Context: Meter Availability and Recent Penalties
This guidance comes amid other significant developments in the power sector. NERC's Vice Chairman, Musiliu Oseni, recently disclosed that between 600,000 to 700,000 electricity meters are available for immediate deployment nationwide. He urged all DisCos to expedite the distribution of these meters to customers without delay.
Furthermore, the commission has been active in enforcing service standards. NERC recently ordered nine DisCos to compensate customers on Band A feeders across 557 streets for failing to provide the mandated minimum of 20 hours of daily power supply. The affected distributors include:
- Abuja Electricity Distribution Company (AEDC)
- Eko Electricity Distribution Company (EKEDC)
- Kano Electricity Distribution Company (KEDCO)
- Ikeja Electric
- Ibadan Electricity Distribution Company (IBEDC)
Other penalized DisCos are Port Harcourt Electricity Distribution Company (PHED), Kaduna Electricity Distribution Company (KEDC), and Benin Electricity Distribution Company (BEDC). The compensation is to be provided via electricity credits or improved supply hours.
This enforcement action follows an earlier sanction where NERC fined eight distribution companies a total of N628.03 million for non-compliance with the cap on estimated billing for unmetered customers.
NERC also instructed DisCos to cooperate fully with newly established State Electricity Regulatory Commissions, reinforcing that no licensee is above regulatory oversight.
