One problem consumers in the Nigerian electricity industry have in common is the problem of overbilling that comes with the Estimated Billing System popularly known as EBS practiced by almost all the DISCOS in the country. The crux of the matter is that the majority of complaints stem from the public perception that the electricity bill isn’t equivalent to the amount of supply. And then there’s also the issue of Discos not taking appropriate measures to have these complaints sorted out, even when they do, it takes like forever. Often times, electricity consumers complaints are:
“I have access to a power supply only twice in a week and yet, I get an Estimated bill of ₦25,000 every month since the year 2016. I live in a Self Contain and all I have in it are my Three Energy bulbs, A Television set, A DVD player, one Standing fan and a small Boiler I use for Heating Hot water. I have complained to the Officials in charge, But up till now, nothing has been done about it, What Measure Do I Take?” Disco Customer
Below are steps on how to do a NERC redress for electricity consumers:
Step 1: If you have a complaint, you are expected to lodge a complaint at the Customer Complaints Unit (CCU) in the Business Unit of the Electricity Distribution Company which serves you. The complaint can be by e-mail or letter. The Customer Complaints Unit is then expected to investigate the cause of your complaint and find a means by which to resolve the complaint. If this complaint is amicably resolved, the customer is informed and the Nigerian Electricity Regulatory Commission (NERC) is also notified.
Step 2: If you are not satisfied with the resolution you can escalate the complaint to the next level which is the NERC Forum. The NERC Forum is a body set up by the Commission in the exercise of its powers under the EPSR Act 2005 to entertain appeals from decisions of the Customer Complaints Unit (CCU) of Electricity Distribution Companies (DisCos). The Forum will consider the appeal, if the appeal has merit, it will be considered. If the problem is resolved at the Forum, both the customer and the Distribution Company will be informed for implementation, while NERC will be notified.
Step 3: If you are not satisfied with the Forum’s decision, it can appeal to the Commission, NERC for further adjudication. If the problem is resolved the customer, the Electricity Distribution Company and the Forum are notified. (Here is a sample letter of how to Contact NERC. At this stage your problem must be resolved). Most complaints are usually resolved at the local NERC forum.
Follow these recommendations, and you’ll save yourself tons of time, money, and headaches. we speak from experience.