Nigerians can now report DisCos to NERC: 3 steps to faster complaint resolution

Over 1.2 million electricity complaints were filed with the Nigerian Electricity Regulatory Commission (NERC) in 2023, yet many consumers still do not know how to escalate their issues properly. If you are tired of poor service from your electricity distribution company (DisCo), here is the exact channel to follow to get NERC to act on your complaint.

Why complaints are piling up

According to a recent NERC report, 1,220,245 complaints were lodged through its customer complaint units in 2023. Most issues were about overbilling and metering problems. 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 on capping estimated bills for customers without meters. Despite this, many consumers remain unaware of their rights or the proper channels to formally submit complaints against their electricity providers.

Step 1: Contact your DisCo's Customer Complaints Unit first

When you encounter an issue, your first step should be to contact the Customer Complaints Unit (CCU) of the distribution company responsible for electricity in your area. You need to submit a written complaint to the nearest CCU 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 the NERC Consumer Forum office

If you are unsatisfied with the resolution provided by the CCU or experience delays or unresolved issues, you may escalate your 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.

You can find the location of these Forum offices through this link: https://nerc.gov.ng/forum-offices/. The Forum offices are strategically located in the operational regions of distribution companies to facilitate customer support.

The functions of the Forum include 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: Take your case to NERC headquarters

If you are not satisfied with the Forum's resolution of your complaint, you may escalate it to NERC by submitting a complaint, along with all supporting documents, through: https://nerc.freshdesk.com/support/tickets/new.

Alternatively, you can reach NERC headquarters by calling 02013444331 or 09088999244 or emailing your complaint details to [email protected]. NERC will review the case, including the procedures followed by the DisCo and the Forum, to reach its decision.

What this means for Nigerian electricity consumers

With over 1.2 million complaints already on record and a N10.5 billion fine already imposed on DisCos, NERC is showing it can act. Knowing these three steps gives you a clear path to hold your DisCo accountable and push for better service without waiting indefinitely.