NERC Orders DisCos to Compensate Wrongfully Disconnected Customers With Energy Credits

Electricity distribution companies must now compensate customers who are wrongfully disconnected with energy credits. The Nigerian Electricity Regulatory Commission (NERC) said the credit will be based on the customer's average consumption over three months, for every day the customer remains disconnected.

The directive was contained in a metering factsheet published on NERC's official X account on Wednesday, October 14, 2026. The commission said the measures are meant to strengthen consumer protection and set clear guidelines for resolving disputes between customers and DisCos.

Meter repair, MAP, MAF and DISREP rules

NERC ordered DisCos to repair or replace faulty electricity meters within 48 hours of receiving a complaint. It also warned the companies against imposing reconnection fees on customers who were disconnected in violation of approved procedures.

Under the Meter Asset Provider (MAP) scheme, customers who pay for meters must have them installed within 10 days of completing payment. Those customers are also entitled to reimbursement in the form of energy credits spread over 120 months. NERC clarified that the credits cannot be used to offset existing debts owed by customers.

Meters provided under the Meter Acquisition Fund (MAF) and the Distribution Sector Recovery Programme (DISREP) must be installed free of charge. Any customer charged for a meter under either intervention is entitled to a full refund.

On disconnection disputes, NERC said customers must be reconnected immediately once the issue is resolved and any applicable charges are paid.

Estimated bills and billing caps

The commission stated that DisCos can issue estimated bills only when they are unable to obtain readings from a customer's meter. It added that prescribed billing caps are in place to protect unmetered customers from arbitrary electricity charges.

Customers moving to new homes were advised to notify their distribution company, request a final bill and clear outstanding balances before relocating.

How to escalate a complaint

NERC outlined a three-stage process for customers seeking redress. First, a consumer should submit a complaint to the customer complaints unit of their DisCo and make sure they receive an acknowledgement.

If the matter is not resolved after 15 days, the customer can escalate it to the nearest NERC Forum Office for review. A consumer who is dissatisfied with the forum's decision can then appeal to NERC headquarters.

Customers in states that have taken over the regulation of their electricity markets were advised to direct complaints to the relevant State Electricity Regulatory Commissions instead.

NERC said the procedures are designed to give consumers clearer channels for redress and to ensure complaints are handled by the appropriate regulatory authorities.

The commission had earlier indicated it is reviewing electricity tariffs across all customer bands because of rising operational costs in the sector. For households and small businesses, the new consumer protection rules matter because energy credits and refunds cut the cost of fighting billing errors, while the 48-hour meter repair window limits the days spent buying costly alternative power.