To file a complaint?
Introduction
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
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.
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.
STEP 3 - NERC
Any customer dissatisfied with the ruling of the Forum can escalate their complaint to NERC by submitting a ticket here or submitting your complaint and all supporting documents to the NERC HQ.