How Can You File a Complaint with NERC Against Your Energy Distribution Company (DisCo)?

Legit.ng journalist Victor Enengedi, Energy, MSMEs, Technology and stock market.

Recently, many electricity users have been expressing their dissatisfaction with electricity distribution companies on various issues, especially service quality. This article aims to help them identify the right channel to follow to submit their complaint to the relevant authority.

Consumers are often unable to switch to other electricity distribution companies (DisCo) due to their location and instead have to look for legitimate and effective methods to resolve their complaints.

Unfortunately, many customers are unaware of their rights or the appropriate channels through which they can formally lodge complaints against their electricity providers with the Nigerian Electricity Regulatory Commission (NERC).

Overbilling is a top customer complaint

Accordingly a new report 1,220,245 complaints were submitted to NERC through customer complaint units in 2023; Most of the problems were related to over-billing and metering concerns among electricity users.

Other complaints included load shedding, power outages, disconnections, billing discrepancies, metering difficulties, and delays in reconnecting services.

As you may remember, earlier this year NERC A fine of N10.5 billion was imposed A lawsuit was filed against 11 DisCos operating in the country due to their failure to comply with regulations regarding the estimated bill limit for unmetered customers.

legit.ng outlined the key steps required under NERC’s Customer Complaint Redressal Mechanism to formally assist customers file and resolve complaints.

STEP 1: DisCos’ Customer Complaint Units (CCU)

When a customer encounters a problem, his first step should be to contact the Customer Complaint Unit (CCU) of the distribution company responsible for electricity in his area.

Customers must submit a written complaint to their DisCo’s nearest CCU and receive an acknowledgment of the complaint. This confirmation may be required if the issue needs to be escalated beyond the CCU.

The distribution company is usually required to address and resolve the complaint within 15 business days, depending on the complexity of the matter.

STEP 2: NERC Consumer Forum

Let’s say a customer is unhappy with the resolution provided by the Customer Complaint Unit (CCU) or is experiencing delays or unresolved issues. In this case, they can forward their complaints to the nearest NERC Consumer Forum office.

NERC established these Forum offices to address complaints that CCUs were unable to successfully resolve.

Customers can find the location of these Forum offices at this link:

Forum offices are strategically located in the operational areas of distribution companies to facilitate customer support.

NERC has established FORUM in the fields of activity of distribution companies.

Functions of the forum include but are not limited to:

• Resolving customer complaints that are not addressed at the DisCo level
• Withdrawal of excessive accusations made to the aggrieved party
• Preventing unfair business practices
• Instruct the withdrawal of hazardous electrical services provided
• Provide the basis for awarding compensation to an aggrieved party

All objections are recorded and approved within three business days of receipt. Within ten days, the Forum will decide whether to accept the objection for hearing.

Note that objections may be rejected if the forum determines that they are pointless, annoying or of insufficient value.

STEP 3: NERC Headquarters

If you are dissatisfied with the Forum’s resolution of your complaint, you may submit your complaint to NERC, along with all supporting documentation, to the following address:

Alternatively, they can reach NERC headquarters by calling 02013444331 or 09088999244 or emailing their complaint details to [email protected].

NERC will review the case, including the procedures followed by DisCo and the Forum, to reach its decision.

FG orders to reduce electricity exports

Meanwhile, legit.ng had previously reported that NERC plans to improve power supply for local consumers.

He instructed the System Operator (SO): limit electricity 6% of what is supplied domestically is sent to other countries.

Affected countries are Togo, Benin Republic and Niger Republic.

This decision came after years of unpaid bills and high debts from these countries.

Source: Legit.ng