Alleged Customer Rights Violation: Kaduna Electric Responds Human Rights Group at parley
Kaduna Electricity Distribution Company (Kaduna Electric) has formally responded to a petition submitted by Eagle Brain Human Rights Organization (HRO), on allegations of systemic violations of customer rights and regulatory obligations.
In a letter dated 26 December 2025, signed by the Deputy Managing Director, Abubakar Sadiq Mohammed, Kaduna Electric acknowledged receipt of the complaint and convened a stakeholder engagement meeting with representatives of Eagle Brain HRO at its headquarters on 22 January 2026, to address the customer Rights violations issues raised.
According to the company, the meeting provided an opportunity for constructive dialogue, and clarification of issues, and mutual understanding between both parties, particular on Metering and “Free Meter” allegations.
Kaduna Electric however dismissed claims that it collected money for meters many termed as “free,” stating that such public information is misleading”, according to statement by CEO Eagle Brain HRO Comrade Daniel Ejembi yesterday.
The company explained that under the Nigerian Electricity Supply Industry (NESI), multiple metering schemes exist, including the Meter Asset Provider (MAP) scheme, which allows customers to purchase meters and pay.
This, the company said, is different from the DISREP metering programme, “a World Bank–funded initiative which distribution companies are required to repay over time”.
The company challenged accusers to provide evidence of any payments made for meters advertised as free, promising a full investigation if such evidence is presented and applied punishment.
On allegations of unjust billing and tariff misclassification, Kaduna Electric reiterated the availability of its Customer Redress Mechanism under the Customer Protection Regulation (CPR).
The company requested documented evidence of unresolved complaints and emphasized that customers must formally report issues with complete details to enable resolution.
“Kaduna Electric also highlighted the existence of Forum Offices across its four franchise states for escalated complaints and committed to investigating all cases of unjust billing or tariff misclassification, with refunds promised where applicable”.
Addressing claims of arbitrary upward review of customer debts, the company clarified that the adjustments were based on its Credit Management Policy, which it said was approved by the Nigerian Electricity Regulatory Commission (NERC).
Kaduna Electric added that the policy is currently under review to make it more customer-friendly while maintaining effective debt recovery.
On complaints that customers are compelled to pay for burnt meter replacements, Kaduna Electric called on affected customers to submit official complaints with evidence.
The company disclosed that it is currently re-metering affected customers and pledged to replace meters confirmed to be damaged due to natural or mechanical causes at no cost.
On commitment to improvement and public engagement, Kaduna Electric acknowledged existing gaps in customer satisfaction and pledged to strengthen communication, staff training, and public enlightenment efforts.
The company called for continued collaboration with Eagle Brain Human Rights Organization to improve service delivery and empower electricity consumers.
As part of its public engagement, Kaduna Electric announced its scheduled participation in a radio programme on Invicta FM on 31 January 2026, where it intends to further clarify the issues raised.
The company also passionately appealed to the Rights group to holds strategic town hall meetings in kaduna to help information and educates consumers of existing regulatory obligations amongst others.
