SPECIAL REPORT -NERC Conflict Resolution Mechanism: How Much Do Electricity Consumers Know?
By Sunday Etuka
The Nigerian Electricity Regulatory Commission (NERC) Customer Complaints Forum is the final arbiter in matters of consumer complaint resolution in the Nigerian Electricity Supply Industry (NESI).
The NERC Forum was set up in November 2006, a year after the establishment of NERC in 2005 to address disputes between electricity consumers and the power Distribution Companies (DisCos).
Disputes are adjudicated through the NERC Forum, a body set up by the Commission in exercise of its power under the extant laws to entertain appeals from decisions of the Customer Complaint Unit (CCU) or Customer Care Units (CCUs) of DisCos.
As designed, electricity customers are expected to first file their written complaints before their DisCos, and if dissatisfied with DisCos’ resolution of their complaints or experience delay beyond the regulatory timeframe of 15 working days in resolving their issues, can escalate their complaints to the NERC Forum for resolution.
As specified by the NERC Customer Protection Regulation 2023: all customer complaints shall first be made by the customer or his or her representative to the CCU of the Distribution Company. All complaints shall be acknowledged by the Distribution Company in a manner that allows for traceability.
Customers may also lodge complaints through phone call, SMS, email or any other medium established by the Distribution Company for the receipt of customer complaints including call centers and social media platforms.
According to the regulation, the DisCo shall widely publish within its operating area, its phone numbers, email address, social media handles and other contact channels for the receipt and resolution of customer complaints.
It said where a complainant is for any reason unable to write, the complaint shall be made to the Customer Complaints Officer who shall record it and insert a statement indicating that the complaint was recorded by him and read to the complainant, who agreed to the content thereof.
Noting that all complaints shall be resolved in accordance with these Regulations. The complaint shall be resolved expeditiously but no later than 15 days of being received by the CCU except where the complaints concern meter accuracy and reconciliation of bills in which case the complaint shall be resolved within a billing cycle of one month.
However, it said where the complaint is not resolved within the first 15 days, the DisCo shall notify the customer in writing with reason(s) and request for no more than 15 days only during which period the complaint shall be resolved unless the resolution requires, by its nature, such as construction works, a longer period.
Revealing that a customer dissatisfied with the outcome of the handling of his or her complaint(s) by the CCU of the DisCo may refer his complaint(s) to the Commission’s Forum Office at the expiration of the maximum allowable period of 30 days.
The regulation said where the DisCo and the customer are unable to agree on a resolution to a complaint either party may refer the complaint to the Commission’s Forum Office.
The Commission established Forum Offices across the country for the purpose of hearing and resolving customer complaints in the operational area of every DisCo.
The Forum Offices are located within the area of operation of the DisCos. The Commission provided the Forum Secretary and administrative/oversight for the proper running of the Forum Office.
A recent data published by NERC, in its 2025 Third Quarter Report shows that the Commission received a total of 833 complaints from electricity customers at its CCU in 2025/Q3, representing a 66.33%39 decrease compared to the 2,474 complaints filed at the NERC-CCU in 2025/Q2.
NERC disclosed that Customers of Abuja and Port Harcourt DisCos lodged 450 and 172 complaints, accounting for 54.02% and 20.65% of the total complaints lodged at NERC-CCU, respectively.
Conversely, it said Aba Power (3) and Yola DisCo (5) had the lowest number of complaints, respectively.
It noted that of the 833 complaints lodged at the NERC-CCU during the quarter, 519 were satisfactorily resolved by DisCos.
This corresponds to a 62.30% resolution rate, representing a 16.67pp increase compared to the 45.63% resolution rate recorded in 2025/Q2.
According to the Commission, Abuja (56.07%), Port Harcourt (18.11%), and Benin (7.90%) DisCos recorded the highest resolution rates, while Aba Power (1%) and Yola (0.33%) DisCos recorded the lowest resolution rates.
The NERC report revealed that during the quarter, customer complaints about billing constituted 30.97% of the total complaints. Saying that other common issues among the 833 complaints received were metering (22.57%) and tariff band (18.24%).
These three (3) complaints categories, according to NERC, cumulatively accounted for 71.78% of the total complaints in the quarter.
HOW MUCH DO ELECTRICITY CONSUMERS KNOW?
Despite the wonderful role being performed by the NERC Forum, the majority of electricity consumers are still left in the dark as to where to take their complaints to after they are dissatisfied with the resolutions of the DisCos.
A lawmaker representing Ido/Osi Constituency 1 in Ekiti State House of Assembly, Hon. Fawekun Abiodun Babatunde, said he is not aware of the NERC conflict resolution channels.
He said his community has never been sensitised by either a DisCo or NERC, revealing that even when the Community contributed money for the purchase of the transformer, the community was asked to pay for installation.
A customer, Ameh Agbo in Makurdi, Benue State, also told this paper that he is not aware of NERC conflict resolution channel, saying that the community where he lives, always contributes money to buy wires and other accessories whenever there is fault.
Another customer in Maiduguri, Borno State, Musa Ali, said he is not aware of any regulation by NERC on electricity complaints.
He said anytime there is an issue in his area, the residents would come together and contribute money to resolve it through middlemen.
Electricity consumers should be aware that they can even push for justice beyond the NERC Forum Office.
For instance, the regulation provided that any person that is not satisfied with a decision of the Forum may file an appeal to the Commission within ten working days from the date of the decision, in such form and manner as may be directed by the Commission.
It said the Commission may entertain an appeal after the expiry of the said period of ten working days where it is satisfied that there is sufficient grounds for not filing the appeal within the specified period.
The regulation posited that the Commission shall not entertain an appeal from a complainant who is, by the decision of the Forum, required to pay an amount to DisCo, unless the amount prescribed has been paid by the complainant.
Directing that where in the Forum ruling has not been appealed, any default implementing the decision within the stipulated timeline by the DisCo shall attract the following administrative charges for breach of obligations arising from the terms and conditions of the distribution licence issued to the DisCo, until the decision is implemented.
1. Connection, reconnection, disconnection and access: N10,000 per day.
2. Metering (New, replacement/check meters/repair/bypass): N10,000 per day. (c) Transformers (repair/upgrade/voltage/ replace): N10,000 per day.
3.
Billing (payment, reconciliation, etc): N10,000 per day. 27 A 53.
4. (e) Customer classification fine/compensation in line with the provisions of the applicable tariff order: N10,000 per day.
5. (f) Safety issues: N10,000 per day. The Forum shall submit quarterly reports to the Commission on the number of complaints received, decided and pending in the format specified in schedule.
NERC SHOULD ENFORCE COMPLIANCE -CONSUMER RIGHT GROUPS
The National President of the Association for Public Policy Analysis (APPA) Nigeria, Chief Princewill Okorie, while speaking on the issue, suggested that NERC should deepen enlightenment among consumers as provided for in its regulation.
He also suggested that NERC should increase collaboration with industry stakeholders like the APPA and other consumer rights protection associations to prevail on the DisCos to expand enlightenment campaigns in their franchise areas.
On his part, the National Secretary of the Electricity Consumers Advocacy of Nigeria (NECAN), Mr. Uket Obanga, said the NERC regulation stated clearly that the electricity service providers should sensitise their customers.
Noting that the Commission is organizing Customer complaints resolution meetings, to reduce the conflict between the service providers and customers.
While stating that the compliance enforcement is weak, Obanga urged NERC to step up enforcement to ensure that the DisCos intensify sensitization campaigns across their franchise areas.
