NERC unveils phased approach to resolving power supply issues

The Nigerian Electricity Regulatory Commission has set out a three-step procedure for electricity consumers seeking redress over power supply, billing, and metering issues.

In a public advisory shared on its official X account on Tuesday, the commission advised customers affected by prolonged outages, estimated billing, faulty meters, or voltage fluctuations to first report such complaints to their respective electricity Distribution Companies.

NERC stated that DisCos serve as the primary contact point for all electricity-related complaints and are required to resolve both technical and commercial issues within approved timelines. Consumers were also encouraged to request a complaint reference number and keep records of all correspondence to aid follow-up.

The advisory explained the process as follows:
Consumers should begin by contacting their DisCo’s customer care unit for any technical or billing concerns. If the issue remains unresolved and the customer resides in a state that has transitioned to a State Electricity Regulator, the complaint should be escalated to that authority. For consumers in other states, or where further intervention is needed, the commission advised contacting the NERC Call Centre to ensure the complaint is properly reviewed and addressed.