NERC unveils streamlined three-step protocol for resolving electricity grievances

The Nigerian Electricity Regulatory Commission (NERC) has introduced a simplified, three-tier framework designed to empower consumers in tackling chronic service issues such as arbitrary estimated billing, persistent power outages, and faulty metering.

In a public advisory released via its official X handle on Tuesday, the regulator underscored a structured hierarchy for complaints to ensure accountability and faster resolution times within the power sector.

Under this new mandate, the Electricity Distribution Companies (DisCos) remain the primary point of contact for all technical and commercial disputes.

NERC advised customers to initiate their grievances directly with their respective DisCos' customer care units, emphasizing the critical importance of obtaining a complaint reference number.

This documentation serves as the essential foundation for any future escalation, providing a verifiable trail of the interaction.

For issues that remain unresolved at the DisCo level, the advisory introduces a secondary layer of oversight through the State Electricity Regulator (SER).

This step is specifically tailored for consumers residing in states that have successfully transitioned to autonomous electricity regulatory frameworks. By decentralizing the grievance process, NERC aims to provide more localized and responsive mediation for billing and service discrepancies.

In instances where a state has not yet transitioned to its own regulator, or if a consumer requires high-level intervention, the final step is to engage the NERC Call Centre.

The commission has provided dedicated channels for this purpose, including direct phone lines (0201 344 4331 and 0908 899 9244) and a centralized email portal (complaints@nerc.gov.ng). This multi-level approach is intended to bridge the gap between service providers and end-users, ensuring that no complaint is lost in the bureaucracy of the energy value chain.