Electricity consumers in Nigeria could get faster solutions to faulty meters as the Nigerian Electricity Regulatory Commission (NERC) has directed electricity distribution companies (DisCos) to repair or replace defective meters within 48 hours of being reported.
The commission announced the directive in a metering factsheet outlining the responsibilities of electricity distribution companies and the rights of customers. It also warned against wrongful disconnections and the collection of illegal reconnection fees.
On faulty meters, NERC stated: “Faulty meter? It must be repaired or replaced within 48 hours of being reported”.
The requirement is intended to help customers monitor their electricity consumption accurately and reduce disputes over billing.
NERC also clarified the protections available to customers whose electricity supply is disconnected without proper justification.
According to the commission, customers who are wrongfully disconnected must not be charged a reconnection fee.
“Wrongfully disconnected? You cannot be charged a reconnection fee,” the factsheet stated.
The commission further explained that affected customers are entitled to compensation in the form of energy credits equivalent to their average daily consumption for three months for every day they remain wrongfully disconnected.
“You are entitled to energy credits equivalent to your average daily consumption for three months, for every day you are wrongfully disconnected,” NERC said.
This means customers who suffer wrongful disconnection should have their electricity restored without paying a reconnection fee and should receive the prescribed energy credits as compensation.
NERC Clarifies Rules on Disconnection and Estimated Bills
The commission also outlined the procedures electricity distribution companies must follow when disconnecting customers and restoring supply after disputes have been resolved.
Customers are expected to resolve relevant connection disputes and pay applicable charges before their electricity supply is restored, while DisCos must follow the required procedures.
NERC also addressed estimated billing, stating that distribution companies may issue estimated bills when they are unable to obtain meter readings. However, unmetered customers remain protected by electricity billing caps designed to prevent arbitrary charges.
The rules are intended to protect consumers from excessive bills when actual meter readings are unavailable.
How Customers Can Report Electricity Complaints
NERC advised customers experiencing problems with their electricity supply, billing or meters to first contact the Customer Complaints Unit of their distribution company and ensure that their complaints are acknowledged.
If a complaint remains unresolved after 15 days, customers can escalate the matter to the nearest NERC Forum Office.
Consumers who are dissatisfied with the outcome can subsequently appeal to the commission’s headquarters.
However, customers living in states that operate their own electricity regulatory commissions are expected to follow the relevant complaint-resolution procedures established by their state regulators.
The commission’s guidelines set out important protections for electricity consumers, including faster action on faulty meters, compensation for wrongful disconnection and a formal process for challenging unresolved complaints.
