The Nigerian Electricity Regulatory Commission (NERC) has issued a directive mandating electricity distribution companies (DisCos) to repair or replace faulty meters within 48 hours of receiving customer complaints. The commission also warned against wrongful disconnections and illegal reconnection charges, according to a metering factsheet released by NERC.
NERC Mandates 48-Hour Meter Repairs
NERC's factsheet explicitly states, “Faulty meter? It must be repaired or replaced within 48 hours of being reported.” This directive is designed to enable customers to accurately monitor their electricity consumption and to reduce disputes arising from faulty meters and billing issues.
The regulator emphasized that the 48-hour timeline applies from the moment a customer reports a faulty meter to their DisCo. The measure is part of broader efforts to enhance transparency and accountability in the electricity sector, ensuring that consumers are not left with inaccurate meters that lead to inflated bills or service disruptions.
Reconnection Fees and Compensation Rules
NERC reiterated that DisCos must not charge reconnection fees to customers whose power supply was wrongfully disconnected. The commission stated, “Wrongfully disconnected? You cannot be charged a reconnection fee.” Beyond restoring supply, affected customers are entitled to compensation.
According to NERC, consumers wrongfully disconnected are entitled to energy credits equivalent to their average daily consumption for three months, for every day they remain without power due to the wrongful disconnection. The commission explained, “You are entitled to energy credits equivalent to your average daily consumption for three months, for every day you are wrongfully disconnected.”
This provision allows affected customers to seek both the restoration of their electricity supply and the prescribed energy credits. Additionally, NERC outlined procedures for resolving connection disputes, noting that customers may be required to settle relevant disputes and pay applicable charges before supply is restored, subject to prescribed rules.
Estimated Billing and Unmetered Customers
NERC also clarified conditions under which DisCos may issue estimated electricity bills. The commission stated that DisCos can resort to estimated billing only when they cannot obtain meter readings. Unmetered customers are protected by billing caps designed to prevent arbitrary charges.
These safeguards aim to limit disputes over electricity bills, particularly among consumers without functioning meters or whose consumption cannot be accurately recorded. The directives reinforce DisCos' responsibility to follow established billing and service procedures while protecting consumers from unfair practices.
How to Report Electricity Complaints
NERC advised customers experiencing billing disputes, faulty meters, or other electricity-related problems to first contact the Customer Complaints Unit of their distribution company. Consumers should ensure their complaints are acknowledged and keep relevant records to support any subsequent escalation.
If a complaint remains unresolved after 15 days, customers can take the matter to the nearest NERC Forum Office for further consideration. Consumers dissatisfied with the forum's decision may subsequently appeal to the commission's headquarters.
However, customers in states operating independent electricity regulatory commissions are expected to approach the relevant state regulator for guidance on the applicable complaint-resolution process. The commission's guidelines provide consumers with channels to challenge billing disputes, wrongful disconnections, and other service-related issues while holding DisCos accountable for their obligations.
