How to file a complaint about your energy distribution company (DisCo) with NERC

Legit.ng journalist Victor Enengedi has more than ten years of experience covering energy, MSME, technologies and the stock market.

Numerous consumers of electricity have recently expressed dissatisfaction with their electricity distribution companies on various issues, including the quality of services. This article aims to help them identify the correct channel to take their complaints to the appropriate authority.

Often consumers are unable to switch to other Electricity Distribution Companies (DisCos) due to their location and instead have to seek legal and effective methods to resolve their complaints.

Unfortunately, many customers are unaware of their rights or the proper channels to formally lodge complaints against their electricity suppliers with the Nigerian Electricity Regulatory Commission (NERC).

Inflated bills exceed customer complaints

According to recent report in 2023, 1,220,245 complaints were filed through the Consumer Complaints Departments of the NERC, with most of the issues related to overcharged bills and concerns of electricity consumers.

Other complaints included load shedding, power outages, outages, billing discrepancies, meter issues and delays in reconnection services.

We will remind you that at the beginning of this year, the NKRECP imposed a fine of 10.5 billion euros on 11 DisCos operating in the country for not complying with the rules to cap estimated bills for unmetered customers.

Legit.ng outlined the main steps required under the NERC Customer Grievance Mechanism to help customers formally file and resolve complaints.

STEP 1: Customer Complaint Units (CCU) DisCos

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

Customers should submit a written complaint to the nearest CCU for their DisCo and obtain an acknowledgment of the complaint. This confirmation may be required if the problem needs to be taken outside the CCU.

The distribution company, as a rule, is obliged to consider and resolve the complaint within 15 working days, depending on the complexity of the issue.

STEP 2: NERC consumer forum

Let’s say a customer is unhappy with the resolution provided by the Customer Complaints Unit (CCU) or has delays or unresolved issues. In this case, they can submit their complaint to the nearest office of the NCRECP.

NCRE established these offices of the Forum to deal with complaints that KSU failed to resolve.

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

Forum offices are strategically located in the regions of activity of distribution companies to facilitate customer support.

NCRE created a FORUM in the areas of activity of distribution companies.

The functions of the Forum include but are not limited to:

• Resolve customer complaints not handled at DisCo level
• Cancel unfounded accusations from the injured party
• Prevention of unfair business practices
• Give guidance on the removal of dangerous electrical services offered
• Provide grounds for compensation to the injured party

All appeals are registered and confirmed within three working days from the moment of receipt. Within ten days, the Forum will decide whether to accept or reject the appeal for consideration.

Please note that appeals may be rejected if the Forum deems them to be frivolous, abusive or unfounded.

STEP 3: NERC Headquarters

If someone is not satisfied with the Forum’s decision regarding your complaint, they can refer it to the NERC by submitting the complaint along with all supporting documents through:

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

The 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 Earlier it was reported that NERC plans to improve electricity supply to local consumers.

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

The affected countries are Togo, Republic of Benin and Niger Republic.

This decision was made after years of unpaid bills and high indebtedness of these countries.

Source: Legit.ng