The Nigerian Electricity Regulatory Commission (NERC) reported that metering, billing, and service interruptions accounted for 70.28 per cent of customer complaints received in the third quarter of 2024. According to NERC’s quarterly report, a total of 328,696 complaints were lodged across all power distribution companies (DisCos), marking a 14.35 per cent increase from the 287,441 complaints recorded in Q2 2024.
The report identified metering (41.95per cent), billing (21.28%), and service interruptions (7.05%) as the leading issues. Eko DisCo recorded the highest number of complaints at 64,987, while Yola DisCo had the fewest at 2,583. The most significant increases in complaints were seen in Benin (96.16%), Kano (52.22%), and Yola (26.74 per cent DisCos.
Conversely, Enugu DisCo was the only provider to report a decrease in complaints, with a 5.68 per cent drop compared to the previous quarter.
NERC’s customer complaint units (CCUs) handled 5,287 complaints during Q3 2024, resolving 1,647, reflecting a resolution rate of 31.15 per cent, an improvement over the 22.38 per cent rate achieved in Q2 2024. Complaints from Ikeja and Eko DisCos dominated, accounting for 45.41 per cent and 20.30 per cent of complaints received by the CCUs, respectively. Aba Power received the fewest complaints, with just 10 cases.
In addressing complaints about over-billing, power distributors issued credit adjustments totaling N207.4 million to affected customers. Billing-related complaints made up 34.37 per cent of the total, followed by metering (29.98%), tariff band issues (13.60%), and service interruptions (12.24%).
The NERC noted that disconnections constituted 6 per cent of complaints, while delays, voltage interruptions, load shedding, and noncompliance made up the remainder.
As of Q3 2024, NERC forum offices were handling 3,202 active appeal cases, including 1,035 unresolved appeals from Q2 and 2,167 new cases. To address the growing volume of complaints, the Commission said it is implementing measures aimed at enhancing the resolution capabilities of DisCos and reducing the number of escalated cases.
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