NERC warns DisCos against illegal disconnections, sets new consumer rights standards
The Nigerian Electricity Regulatory Commission (NERC) has announced a series of measures aimed at protecting electricity consumers across the country, declaring it illegal for electricity Distribution Companies (DisCos) to disconnect a customer’s power supply without prior written notice.
This was disclosed in a public notice signed by Dr. Anthony Akah, Acting CEO/Chairman of NERC, who emphasized the commission’s commitment to ensuring that Nigerians receive fair treatment in the provision of electricity services.
Dr. Akah highlighted that NERC is “determined to curb the arbitrary practices often employed by DisCos, which have left many consumers frustrated and in the dark.”
“Under the new regulations, DisCos must notify customers in writing before any disconnection can take place, ensuring that consumers are fully informed and have the opportunity to address any issues before losing their electricity supply.
“In addition to this, NERC has mandated that all new electricity connections be metered before the customer is connected to the grid. According to Dr. Akah, this rule is crucial in eliminating the prevalent issue of estimated billing, which has been a major source of contention between consumers and DisCos. No new customer, he stressed, should be connected to the power supply without first having a meter installed.”
The public notice also included several other rights that electricity consumers are entitled to. Dr. Akah pointed out that customers who choose to procure meters under the Credited Advance Payment for Metering Implementation (CAPMI) Scheme must be metered within 60 days. Failure to do so would prevent the DisCo from billing or disconnecting the customer, providing a safeguard against delayed meter installations.
Transparency in billing was another key issue addressed by NERC. Dr. Akah stated that “unmetered customers should only be billed according to NERC’s established estimated billing methodology, ensuring that they are charged fairly.”
He also emphasized the right of customers to have any complaints about electricity service disruptions promptly investigated, underscoring NERC’s commitment to addressing consumer grievances.
Dr. Akah clarified that it is not the responsibility of electricity consumers or their communities to purchase, replace, or repair essential electricity infrastructure such as transformers, poles, and related equipment. This responsibility lies solely with the DisCos, who are obligated to ensure that the necessary infrastructure is in place to provide a stable electricity supply.
Further, Dr. Akah affirmed the right of customers to contest any electricity bill they believe is incorrect. For unmetered customers disputing their estimated bills, he noted that they are only required to pay the last undisputed bill while the contested bill is resolved through NERC’s established dispute resolution process.
NERC encouraged customers to direct any complaints about electricity supply or billing issues to the nearest business unit of their DisCo, adding, “should these complaints not be adequately addressed, customers have the right to escalate the matter to the NERC Forum Office within their area. Additionally, customers can appeal the forum’s decision at the NERC headquarters in Abuja.”
To make it easier for customers to seek assistance, NERC has also released contact details for its Zonal Offices, covering regions across the country, including the South-West, South-South, South-East, North-West, North-East, and North-Central zones.
Dr. Akah concluded by urging consumers to widely share this information to ensure that everyone is aware of their rights. He also reminded consumers of their obligations to pay their legitimate electricity bills, avoid illegal practices such as meter bypassing or electricity theft, and protect power infrastructure from vandalism, which are critical to maintaining a stable electricity supply for all Nigerians.
