All customers have right to refund when overbilled — NERC

By Akinyemi Precious

The Nigerian Electricity Regulatory Commission (NERC) has said that all customers have the right to a refund when overbilled by their respective distribution companies (DisCos).

This was made known by the Commission via an awareness video on its Twitter handle recently.

Also, in the Commission’s website were listed all the rights of electricity customers in the country.

The rights are “All new electricity connections must be made strictly based on metering before connection.

“All customers have the right to electricity supply in a safe and reliable manner. All customers have the right to a properly installed and functional meter.

“All customers have the right to be properly informed and educated about the electricity service. All customers have the right to transparent electricity billing.

“All un-metered customers should be issued with electricity bills strictly based on NERC’s estimated billing methodology.

“However, it was also duly noted that It is the customer’s right to be notified in writing before any disconnection of electricity service by the DisCo, following NERC’s guidelines.

“Also, all customers have the right to receive a refund for overbilling. It is also the customer’s right to contest any electricity bill.

“Any un-metered customer disputing their estimated bill has the right not to pay the disputed bill. They should only pay the last undisputed bill while the contested bill goes through the dispute resolution process of NERC.

“Furthermore, it is not the responsibility of electricity customers or communities to buy, replace, or repair electricity transformers, poles, and related equipment used on the supply of electricity.

“Customers have the right to file complaints and prompt investigations of complaints regarding electricity supply and other billing issues. Their complaints should be made  to the nearest business unit of the DisCo serving them.

“If a complaint is not satisfactorily addressed, customers have the right to escalate the issue to the NERC Forum Office within the coverage area of the DisCo. Also, customers have the right to appeal the decision of the NERC Forum Office by writing a petition to the Commission.”