NERC Unveils 3-Step Guide for Resolving Electricity Complaints

By Adedapo Adesanya 

The Nigerian Electricity Regulatory Commission (NERC) has introduced a streamlined three-step process to help electricity consumers address common issues like power outages, estimated billing, faulty meters, and voltage fluctuations.

In a public advisory shared on its X handle on Tuesday, the electricity sector regulator emphasised that customers should begin by contacting their respective electricity Distribution Companies (DisCos), which serve as the primary point of contact for technical and billing problems.

Consumers are urged to secure a complaint reference number and maintain records of all interactions for efficient follow-up.

The advisory outlines the process as follows: “Contact your DisCo’s customer care – This is the first step for all technical or billing issues;

“Escalate to State Electricity Regulator (SER) – If unresolved, and the consumer is in a state that has transitioned to an SER;

“Reach NERC Call Centre – For consumers in non-transitioned states or needing further assistance. Contact options include 0201 344 4331, 0908 899 9244, or [email protected],” it said.

“We’re here to make sure your complaint is heard and addressed,” the advisory concluded, aiming to empower consumers amid ongoing challenges in Nigeria’s power sector.

This guidance comes as electricity consumers continue to grapple with service disruptions and billing disputes, highlighting NERC’s efforts to improve accountability across DisCos and state regulators.