NERC Outlines Nationwide Steps for Resolving Electricity Supply Complaints

NERC Strengthens Consumer Protection

The Nigerian Electricity Regulatory Commission (NERC) has reaffirmed structured procedures for electricity consumers to report and resolve complaints associated with power supply disruptions, service quality, billing or other distribution-related issues reinforcing regulatory expectations across the nation’s power sector.

This guidance emphasises transparent escalation channels that begin with electricity distribution companies and end with direct intervention by NERC if issues remain unresolved, supporting accountability of service providers and customer protection.

Step-by-Step Framework for Electricity Consumer Complaints

Under the outlined procedures, electricity customers are advised to follow a tiered complaints process designed to resolve issues efficiently at progressively higher levels of oversight:

• Step 1 DisCo Customer Complaint Units:
  The first point of contact for any electricity supply issue whether frequent outages, voltage irregularities, disputed billing or service interruption is the Customer Complaint Unit (CCU) of the relevant distribution company (DisCo). DisCos are mandated to address and resolve complaints within a specified timeframe, typically 15 working days, depending on the nature and complexity of the case.

• Step 2 NERC Consumer Forum:
  If a complaint is not resolved satisfactorily by the CCU, the consumer may escalate it to the NERC Consumer Forum closest to their area. These forums act as quasi-adjudicatory bodies that review unresolved complaints and engage both the customer and DisCo to seek a fair resolution.

• Step 3 Direct Appeal to NERC:
  Should dissatisfaction persist after a Forum ruling, consumers have the right to lodge an appeal directly with NERC headquarters. This final stage allows the regulator to assess all documentation and procedural handling by lower levels and issue binding determinations in accordance with existing regulatory instruments and customer protection standards.

The system reflects broader regulatory reforms aimed at strengthening consumer protection, improving regulatory compliance by service providers, and promoting transparency and accountability in the Nigeria Electricity Supply Industry (NESI).

Regulatory Context and Consumer Rights

NERC’s complaints and redress mechanisms derive from provisions in the Customer Protection Regulations and associated service standards, which require distribution companies to provide clear contact channels, timely responses and documented follow-up to customer complaints.

These procedures aim to reduce disputes over metering, billing, connectivity and supply reliability issues that have historically challenged the sector and fuelled public dissatisfaction. By mandating structured first-line resolution (DisCo CCUs), intermediary escalation (Forum offices) and final regulatory review (NERC), the framework seeks to build confidence among electricity consumers and instil discipline within utilities.

Importantly, the process also supports data collection and regulatory oversight by ensuring that complaints and outcomes are tracked formally. This enables NERC to identify systemic issues requiring policy or enforcement actions, aligning with broader power sector reforms focused on service quality and infrastructure performance.

By outlining clear, nationwide steps for resolving electricity supply complaints, NERC has reinforced consumer protection mechanisms and encouraged a structured approach to dispute resolution in the power sector. This multi-tiered framework from distribution company grievance units through formal regulatory appeal strengthens accountability and provides electricity users with documented avenues for recourse, essential to improving service delivery and trust in Nigeria’s evolving electricity market.