One common problem electricity consumers have in common is the problem of over billing that comes with Estimated Billing System popularly known as EBS practised by almost all the DISCOS in the country. The crux of the matter is that majority of complaints stem from the amount of tariff not being equivalent to the amount of supply. And then there’s also the issue of Discos not taking appropriate measures to have these complaints sorted out, even when they do, it takes like forever. Often times, electricity consumers complaints are:
“I have access to power supply only twice in a week and yet, I get an Estimated bill of ₦25,000 every month since year 2016. I live in a Self Contain and all I have in it are my Three Energy bulbs, A Television set,A dvd player, one Standing fan and a small Boiler I use for Heating Hot water. I have complained to the Officials in charge, But up till now, Nothing has been done about it, What Measure Do I Take?” Disco Customer
Today, we are sharing steps a customer can take in ensuring their complaints are resolved through NERC. It’s straight forward, easy and It’ll also save you time & energy. Below are four steps on how to do a NERC redress for electricity consumers:
If you have a complaint, you are expected to lodge the complaint at the Customer Complaints Unit (CCU) in the Business Unit of the Electricity Distribution Company which serves him/her. The complaint can be by e-mail or letter.
The Customer Complaints Unit is then expected to investigate the cause of your complaint and find a means by which to resolve the complaint. If this complaint is amicably resolved, the customer is informed and the Nigerian Electricity Regulatory Commission (NERC) is also notified.
If you are not satisfied with the resolution you can escalate the complaint to the next level which is the NERC Forum.
The NERC Forum is a body set up by the Commission in exercise of its powers under the EPSR Act 2005 to entertain appeals from decisions of Customer Complaints Unit (CCU) of Electricity Distribution Companies (DisCos).
The Forum will consider the appeal, if the appeal has merit, it will be considered. If the problem is resolved at the Forum, both the customer and the Distribution Company will be informed for implementation, while NERC will be notified.
If you are not satisfied with the Forum’s decision, it can appeal to the Commission, NERC for further adjudication. If the problem is resolved the customer, the Electricity Distribution Company and the Forum are notified.
Here is a sample letter of how to Contact NERC. At this stage your problem must be resolved
Most complaints are usually resolved at the local NERC forum
Follow these recommendations, and you’ll save yourself tons of time, money, and headaches. we speak from experience.
Ultimately though, the decision is yours.