The Nigerian Electricity Regulatory Commission (NERC) plays a pivotal role in ensuring the smooth functioning of the electricity sector in Nigeria. One of its key responsibilities is addressing customer complaints about electricity services. This responsibility becomes particularly important when customers cannot resolve their issues through the Customer Complaints Unit (CCU) operated by their designated Distribution Companies (DisCos).
To lodge complaints at NERC, customers should take note of the following:
- Identifying the issue(s) – Customers should ensure they understand their problems and are ready to state them clearly and address the issue(s) at hand. They should recognise and point out the problems with the electricity service.
- Visit the CCU of Specific DisCo – Customers should make their complaints known to the customer complaint unit (CCU) of their respective distribution companies (DisCos). This is the first point of call for all electricity-related complaints.
- Escalate unresolved complaints to NERC – If any customer is not satisfied with the resolution of efforts by their DisCo in handling their issues, they can escalate to the NERC Forum Offices. Check this link to see the list of NERC Forum offices in your location where you can lodge your complaint regarding any issue affecting your electricity access.
- Complaint form – Complete and submit your complaint form and supporting documents to NERC through the specified channels. Depending on the severity of the issue, NERC can review or investigate the case. NERC recommends that customers always provide their Meter Number or Account Number as well as a phone number or email where they can be reached when they lodge their complaint(s).
In addition to addressing individual complaints, NERC monitors DisCos’ overall performance to ensure compliance with regulatory guidelines and standards. This proactive approach helps prevent recurrent issues and fosters a culture of accountability within the sector.