NERC outlines steps for resolving electricity supply complaints

The Nigerian Electricity Regulatory Commission (NERC) has reminded electricity consumers of the correct procedures for reporting power supply issues, emphasising the importance of following structured channels for speedy resolution.

In a post on its X handle on Monday, NERC advised customers to first contact the Customer Complaint Unit (CCU) of their Distribution Company. The CCU serves as the initial point of contact and is responsible for addressing complaints within the approved timeframe.

“If the issue is not resolved to the customer’s satisfaction, the complaint should be escalated to the nearest NERC Forum Office. The Forum acts as an independent body that reviews disputes between consumers and electricity providers and facilitates fair resolutions,” the commission said.

NERC further stated that customers still dissatisfied with the Forum’s decision may appeal directly to the commission, which will review the matter and make a final determination in line with existing regulations.

The regulator said this structured complaint process is aimed at protecting consumers, promoting accountability among electricity providers, and ensuring transparency in handling power supply disputes.