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NERC orders DisCos to repair or replace faulty meters within 48 hours of being notified by customers.
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Consumers wrongfully disconnected from electricity are entitled to compensation through energy credits based on their average consumption.
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MAP customers are entitled to meter-cost reimbursement over 120 months, while meters supplied under MAF and DISREP are free.
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DisCos risk regulatory action over unlawful disconnections and reconnection charges, with consumers given a three-stage complaint process.
October 15, (THEWILL) – The Nigerian Electricity Regulatory Commission (NERC) has tightened its protection of electricity consumers, ordering Distribution Companies (DisCos) to repair or replace faulty meters within 48 hours and compensate customers who are wrongfully disconnected from electricity supply.
The Commission also warned DisCos against imposing reconnection charges on customers who were disconnected without following prescribed regulatory procedures.
NERC outlined the rights and obligations of electricity consumers in a metering factsheet published on its official X handle on Wednesday, as part of efforts to strengthen consumer awareness and compliance with regulations governing the Nigerian Electricity Supply Industry (NESI).
The regulator said the measures were designed to protect consumers from prolonged metering failures, unlawful disconnections, disputed bills and other practices capable of putting electricity users at a disadvantage.
Compensation For Wrongful Disconnection
Under the consumer protection framework, NERC said customers who are wrongfully disconnected are entitled to energy credits based on their average consumption.
The compensation is calculated using the customer’s average consumption over the preceding three months and applies for every day the customer remains disconnected as a result of the wrongful action.
NERC also warned that customers should not be compelled to pay reconnection fees where their electricity supply was disconnected unlawfully.
48-Hour Deadline For Faulty Meters
The Commission said faulty electricity meters must be repaired or replaced within 48 hours after the fault is reported.
The directive is intended to prevent consumers from being left for prolonged periods without functional meters, a situation that can contribute to billing disputes and reliance on estimated consumption.
NERC said consumers should report defective meters to their respective DisCos and retain evidence of the complaint to facilitate enforcement where the prescribed timeline is breached.
MAP Customers To Get Reimbursement
On meter acquisition, the regulator said customers who pay upfront for meters under the Meter Asset Provider (MAP) scheme must have their meters installed within 10 days of making full payment.
Consumers who purchased meters under the MAP arrangement are also entitled to reimbursement through energy credits spread over 120 months.
NERC stressed that the reimbursement credits must not be used by DisCos to offset existing debts owed by customers.
The MAP scheme was introduced as part of efforts to accelerate metering and reduce Nigeria’s dependence on estimated billing.
Free Meters Under MAF, DISREP
NERC further clarified that electricity meters provided under the Meter Acquisition Fund (MAF) and the Distribution Sector Recovery Programme (DISREP) are free to eligible customers.
It warned that any customer who was charged for a meter supplied under either of the interventions is entitled to a full refund.
The clarification is significant given longstanding complaints by electricity consumers over payments demanded for meters that were supposed to be provided under government-backed metering programmes.
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Protection Against Estimated Billing
On electricity billing, NERC said DisCos may issue estimated bills only when they are unable to obtain actual meter readings.
It also reminded consumers that unmetered customers are protected by prescribed billing caps.
The Commission advised consumers to regularly verify their account balances and query discrepancies with their DisCos instead of allowing disputed bills to accumulate.
Customers moving to new premises were also advised to notify their DisCos, request final bills and settle outstanding balances before relocating.
Three-Stage Complaint Process
NERC said consumers whose complaints are not resolved by their DisCos can seek regulatory intervention through a three-stage process.
The first step is to lodge the complaint with the Customer Complaints Unit of the relevant DisCo and ensure that the complaint is acknowledged.
Where the matter remains unresolved after 15 days, the customer can escalate it to the nearest NERC Forum Office.
If the consumer is dissatisfied with the forum’s decision, the matter can subsequently be appealed to NERC headquarters.
However, consumers in states that have assumed regulatory control over their electricity markets are expected to direct relevant complaints to their respective State Electricity Regulatory Commissions.
NERC urged electricity consumers to familiarise themselves with their rights and obligations and to use the established complaint channels whenever DisCos fail to comply with regulatory requirements.
The Commission stressed that consumers should document complaints, payments, meter faults and disconnection notices, particularly where they intend to seek redress through the regulatory complaint process.
Felix Ifijeh is a journalist with years of professional reporting experience. Known for his keen news sense, compelling storytelling and commitment to accurate, impactful reporting, he has built a reputation for turning leads into clear, engaging, and well-structured reports that resonate with readers. His work reflects deep newsroom experience and a commitment to accurate, impactful journalism.
