NERC has its head office in Abuja, and Forum Offices in almost all the states in Nigeria. The address of the Head Office Address is:


HEAD OFFICE:

Plot 1387 
Cadastral Zone A00
Central Business District
,
Abuja, F.C.T, Nigeria
Tel: +234 09 4621400, 09 4621410
info@nerc.gov.ng

CLICK HERE TO CONTACT NERC CONSUMER FORUM OFFICES

If you are not satisfied with their response, contact the nearest NERC Consumer Forum office. Forum offices have been set up to help resolve problems that the CCUs have not resolved for the customer (click here for more on NERC Consumer Forums).

If you are still dissatisfied with the Forum, contact NERC with the details of your complaint (click here for our contact details).

1. Location of Customer
2. Tariff Class of Customer
3. Tariff Rate
4. The quantity of electricity consumed by the customer

Crazy bills are bills that are given to a customer that does not reflect the correct consumption of that customer. Such crazy bills usually come in the form of estimated bills where the electricity distribution company gives the customer an estimate that far exceeds what that customer could possibly have consumed within the billing period.

NERC has issued an estimated billing methodology or formula, and has ordered all electricity distribution companies to apply this formula in estimating their customers. This will ensure that customers pay for only what they consume. (Click here for methodology)

The Commission has provided for a minimum number of months or period within which a customer can continue to receive estimated billing. The Commission’s Regulation on Standards of Performance for Distribution Companies 1.10 stipulates three months or 90 days after which the Utility Firm must find every means possible to read the meter for actual energy consumed if the premises is metered.

File your complaints with your Electricity Distribution Company (DisCo) and then the NERC Forum Office if you are not satisfied with the decision of the DisCo. Click here for How to report a complaint.

If a customer wants a meter, he or she should apply to the Electricity Distribution Company (DisCo), and the company should then ensure that the meter is provided free of charge (apart from the necessary costs associated with installation).

Faulty transformers are supposed to be replaced by the Electricity Distribution Company (DisCo) within forty-eight hours of the official complaint being made. The Electricity Distribution Company (DisCo) is responsible for such replacements or repairs.

However, if the Electricity Distribution Company (DisCo) is unable to speedily replace the faulty transformer, residents may go into discussions with the company and agree on the terms of the replacement of the affected transformer if they so wish to assume the responsibility of the company.

Consumers that intend to go into such discussions with Electricity Distribution Company (DisCo) are strongly advised to read the Commission’s guidelines for such agreements. (Click here for NERC investment in electricity networks regulation 2015).

The history of electricity in Nigeria is well known. It is generally inadequate, unavailable in most rural communities, and unreliable where available. Prior to the reforms in the power sector, the industry was a monopoly run by a single government owned utility company handling generation, transmission and distribution of electricity.

Over the years, this single utility company had metamorphosed in name from Electricity Corporation of Nigeria (ECN), to Nigerian Electric Power Authority (NEPA) and finally, Power Holding Company of Nigeria (PHCN). To address the power problems, a provision of the Act broke up the company into the business of generation, transmission and distribution of electricity in the country.

1. The Commission has developed, approved and published the following documents for the protection of electricity consumers: 

1. Customer Complaints Handling Standards and Procedures;
2. Connections and Disconnections Procedures for Electricity Services;
3. Customer Service Standards for Distribution companies and
4. Meter Reading;  Cash Collection and Credit Management for electricity supply.

2. The Commission has embarked on numerous public enlightenment campaigns titled Power Consumer Assembly to enlighten consumers on their rights and obligations.

3. The Commission has developed, approved and published the following docuemnts to ensure standards and safety for customers and workers in the sector.

1. Health and Safety Standard Manual
2. Grid Code
3. Distribution Code and
4. Metering Code.

By establishing procedures for connections and disconnections in the Connection & Disconnection Procedures for Electricity Services Regulation (Section 2(2.1)), the Commission has put a stop to mass disconnection i.e. a situation where a group of customers are disconnected just because of a few defaulters, which leads to wrongful disconnections.