NERC orders DisCos to fix faulty meters in 48 hours, bars reconnection fees for wrongful disconnection

The Nigerian Electricity Regulatory Commission (NERC) has ordered electricity distribution companies (DisCos) to repair or replace faulty meters within 48 hours of receiving complaints. The regulator also warned DisCos against wrongful disconnections and illegal reconnection charges.

NERC disclosed the directive in a metering factsheet that sets out DisCos' responsibilities and consumers' rights. The commission said the rule is meant to help customers monitor their electricity use accurately and reduce disputes over faulty meters and billing.

Meter faults and wrongful disconnection

On faulty meters, NERC stated: "Faulty meter? It must be repaired or replaced within 48 hours of being reported". The commission said DisCos must act within that window once a complaint is received.

For wrongful disconnection, NERC said affected customers must not pay reconnection fees. "Wrongfully disconnected? You cannot be charged a reconnection fee," the regulator stated.

NERC added that consumers are entitled to compensation beyond restoration of supply. The commission explained that a wrongfully disconnected customer should receive energy credits equivalent to their average daily consumption for three months for every day they remain disconnected.

"You are entitled to energy credits equivalent to your average daily consumption for three months, for every day you are wrongfully disconnected," NERC stated.

NERC also outlined procedures for resolving connection disputes. It said customers may be required to settle relevant disputes and pay applicable charges before supply is restored, subject to prescribed rules.

Estimated bills and complaint path

NERC also clarified when DisCos can issue estimated bills. It said distribution companies may use estimated billing when they cannot obtain meter readings. The commission added that unmetered customers are protected by billing caps designed to prevent arbitrary charges.

The regulator said these safeguards are meant to limit disputes over electricity bills, especially for consumers without working meters or whose consumption cannot be accurately recorded.

For complaints, NERC advised customers to first contact the Customer Complaints Unit of their distribution company. Consumers should ensure their complaints are acknowledged and keep records to support any escalation.

If a complaint remains unresolved after 15 days, the customer can take it to the nearest NERC Forum Office. A consumer dissatisfied with the forum's decision may appeal to NERC headquarters.

Customers in states with independent electricity regulatory commissions should approach the relevant state regulator for guidance on the applicable complaint process, NERC said.

What it means for consumers

The directive gives electricity customers clear timelines and remedies: a 48-hour meter repair or replacement window, no reconnection fee after wrongful disconnection, and energy credits for each day of unlawful disconnection. It also gives consumers a 15-day trigger to escalate unresolved complaints to NERC Forum Offices.