How do I make a complaint about electricity?
Step 1- DisCos’ Customer Complaints Unit (CCU)
Step 2 – NERC Consumer Forum
Any customer dissatisfied with the outcome of the handling of his complaint(s) by the CCU or encounters delay/failure in the handling of such complaints may refer his complaint(s) to the NERC Consumer Forum.
The NERC Forum is a body set up by the Commission in exercise of its powers under the EPSR Act 2005 to entertain appeals from decisions of Customer Complaints Unit (CCU) of Electricity Distribution Companies (DisCos).
Customers who are not satisfied with the resolution of the complaints by CCUs or experience delay in the resolution of complaints should escalate the complaint to the Forum for resolution.
The Forum is established in the operational area of the DisCos.
Membership of the Forum include:
- One representative of Industrial Customers to be nominated by the Manufacturers’ Association of Nigeria.
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One representative of Commercial Customers to be nominated by the Nigerian Association of Chambers of Commerce, Industry, Mining and Agriculture.
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One representative of Household Customers to be nominated by the Consumer Protection Council.
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One representative of an NGO based in the Distribution Licensee’s operating area nominated by the Commission.
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One nominee based in the Distribution Licensee’s operating area who has an electrical engineering background nominated by the Commission. (visit NERC website to know how to contact your forum)
Step 3- NERC
The Customer Complaints redress mechanism of the Commission is governed by the following:
- Customer Service Standards of Performance for Distribution Companies
- Customer Complaints Handling Standards & Procedures
- Connection & Disconnection procedures for Electricity Services
- Meter Reading, Cash Collections & Credit Management for Electricity supply
