How do I make a complaint?

Click on the outlined steps for more information.

Click here  if your complaint is related to estimated billing; if not follow the steps below:

STEP 1 - DisCOs’ Customer Complaints Units (CCU)

When an electricity Customer wants to make a complaint, the first point of call shall be the Customer Complaints Unit (CCU) of the Distribution Company responsible for supplying electricity to the area.

Click Here to Contact Your DisCo

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.

Click here to find the location of NERC Consumer Forum Offices

STEP 3 - NERC

If either party (Customer or DisCo) is dissatisfied with the decision of the NERC Consumer Forum. A petition may then be submitted to the Commission.

See: Petitions, Hearings & Dispute Resolutions

The Customer Complaints redress mechanism of the Commission is governed by the following regulations:


     1.    Customer Service Standards of Performance for Distribution Companies
     2.    Customer Complaints Handling Standards & Procedures
     3.    Connection & Disconnection procedures for Electricity Services
     4.    Meter Reading, Cash Collections & Credit Management for Electricity supply

Click here to know your Rights and Obligation as an Electricity Customer