The Nigerian Electricity Regulatory Commission (NERC) has declared that electricity distribution companies (DisCos) cannot disconnect customers without prior written notification, while reaffirming consumers’ rights to challenge disputed bills and demand proper investigation of service complaints.
The commission stated this in a public notice titled “Good News For Electricity Consumers!”, signed by its Acting Chairman/Chief Executive Officer, Dr. Anthony Akah, and released on Saturday.
According to the notice, new electricity connections must be provided only after meters have been installed, stressing that customers should not be connected without first being metered.
NERC also stated that customers who procure meters under the Credited Advance Payment for Metering Implementation (CAPMI) scheme must be metered within 60 days. After that period, the distribution company must neither bill nor disconnect the customer under the stated provision.
On electricity billing, the commission said unmetered customers must be charged strictly in accordance with its approved estimated billing methodology.
It added that customers disputing estimated bills have the right to withhold payment of the contested amount while the dispute is being resolved, provided they pay their last undisputed bill.
The regulator further clarified that electricity consumers and communities are not responsible for purchasing, replacing or repairing transformers, electricity poles and other distribution equipment used to supply power.
It said customers also have the right to prompt investigation of complaints arising from electricity service disruptions and other service-related problems.
NERC advised consumers to first submit complaints concerning electricity supply, billing and other service issues to the nearest business unit of the distribution company serving their premises.
Where a complaint is not satisfactorily resolved, the customer may escalate it to the NERC Forum Office responsible for the area covered by the distribution company.
The commission said customers dissatisfied with a forum’s decision could further appeal to its headquarters in Abuja.
To facilitate access to its services, NERC provided contact details for its zonal offices: Joseph John for the South-West on 08164201445; Tony Ray Ene for the South-South on 08130363581; Ekeh Samuel Chukwuemeka for the South-East on 08062219714; Hassan Gwandu for the North-West on 07061117416; Mohammed Umar Fufore for the North-East on 07061097132; and Friday Sule for the North-Central on 07036948408.
The commission urged electricity consumers to share the information to improve awareness of their rights, while reminding them of their obligations to pay valid electricity bills, avoid meter bypass and electricity theft, and protect power infrastructure against vandalism.
