NERC Unveils Three-Step Complaint Channel for Power Consumers

The Nigerian Electricity Regulatory Commission has issued a direct advisory to electricity consumers nationwide. The regulator outlined a three-step pathway for resolving supply, billing, and metering disputes. It urged customers to follow a structured escalation process before seeking federal intervention.
In a public notice shared on its official X platform, NERC addressed persistent consumer frustrations.

These include prolonged outages, disputed estimated billing, faulty meters, and voltage instability. The commission stressed that electricity Distribution Companies must serve as the first line of response. According to the regulator, DisCos carry statutory responsibility for technical and commercial complaints.

Consequently, consumers must first contact their respective DisCo’s customer service channels. NERC insists that customers demand a formal complaint reference number. They must also retain records of emails, calls, and written correspondence. This documentation, the commission noted, strengthens follow-up actions and prevents administrative delays.

However, unresolved complaints should not end at the DisCo level. In states that have transitioned to State Electricity Regulators, consumers must escalate matters accordingly. This development reflects Nigeria’s gradual decentralisation of electricity oversight. It also signals a shift toward subnational accountability within the power market.

Meanwhile, consumers in states without State Electricity Regulators retain federal recourse. They may escalate disputes directly to NERC’s call centre for intervention. The commission provided dedicated phone lines and an official complaints email address. It assured consumers that it will monitor escalated cases within defined timelines.
Significantly, this advisory arrives amid heightened tensions between consumers and power firms. Labour unions have recently accused DisCos of institutionalised overbilling practices. Although industry reforms continue, public trust remains fragile.

Above all, NERC’s directive clarifies one critical point: procedure matters. Consumers must follow the regulatory ladder before demanding enforcement action. The commission, therefore, seeks order in a sector long defined by disorder.