By Ejiofor Toochi
Edited by Ezennia Uche
For many Nigerians, electricity issues are a regular frustration. From prolonged blackouts to estimated billing and fluctuations, electricity complaints remain a daily reality for many households and businesses. Reporting these issues often feels like a dead end, with little clarity on where to turn when problems persist.
To address this confusion, the Nigerian Electricity Regulatory Commission (NERC), in a public notice, has outlined a clear three-step process electricity customers can follow to resolve technical and billing disputes.
Step 1: Contact Your DisCo
NERC advises that the first point of contact should always be your Electricity Distribution Company (DisCo) customer care unit whenever customers experience meter faults, power outages, or billing disputes.
Under Nigeria’s electricity framework, DisCos are responsible for electricity distribution, metering, billing, and customer service within their franchise areas. As such, they are required to receive and respond to complaints from customers in their coverage zones.
According to the commission, DisCos remain the primary point of contact for electricity-related issues and are expected to respond to customer complaints within a reasonable timeframe.
Step 2: Escalate to a State Electricity Regulator (If Applicable)
If the issue is not resolved, customers in states that have transitioned to a State Electricity Regulator (SER) are encouraged to escalate their complaints to the state-level regulator.
This development follows constitutional and regulatory changes that now allow states to generate, transmit, and distribute electricity within their jurisdictions. In states that have established independent regulators, oversight of electricity matters, including consumer complaints, is handled locally rather than by NERC.
Step 3: Contact NERC
For customers in states that have not transitioned to a state regulator, or for those who need further intervention, complaints can be directed to NERC’s Call Centre.
The commission provided the following contact details:
📞 0201 344 4331
📞 0908 899 9244
📧 complaints@nerc.gov.ng
For many Nigerians, knowing the proper channel to report issues could make the difference between prolonged frustration and a resolved complaint. This complaint resolution structure is designed to ensure that electricity consumers are heard and that distribution companies remain accountable.
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