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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.

View DISCO Customer Complaints Unit

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.

View Forum Offices

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.