Latest report issued by the Nigerian Electricity Regulatory Commission (NERC) has revealed that complaints from Nigerian power users over insufficient meters, over-billing, and service interruptions increased in the third quarter of 2024.
According to the quarterly report, the complaints received by the commission from customers over disruptions in services, estimated billing and metering difficulties accounted for 70.28% that were received across power distribution companies (DisCos) in the quarter under review.
This development goes to show that while Nigerians have been forced to pay more for the electricity they use, they are not enjoying what they are paying hugely for.
According to the report, DisCos received 328,696 complaints in Q3 2024, marking a 14.35% increase from the 287,441 complaints recorded in Q2.
It revealed that the most common issues among the 328,696 complaints received by DisCos in 2024/Q3 were problematic metering (41.95%), over-billing of users which accounted for 21.28%, and service interruption (7.05%).
Investors King learned that the service interruptions are frequent power outages even in Band A which is expected to enjoy at least 20 hours of electricity supply.
According to the report, these three complaints categories cumulatively accounted for 70.28% of the total complaints in the quarter.
A breakdown of the report showed that Eko DisCo reported the highest number of complaints (64,987), representing 19.77% of the total complaints, while Yola DisCo recorded the least (2,583), accounting for just 0.79%.
It also indicated that NERC reported large increases in complaints from DisCos in Benin (+96.16%), Kano (+52.22%), and Abuja (+21.30%) compared to Q2 2024.
However, Enugu DisCo was the sole company that reported a decrease in complaints (-5.68%).
According to the study, NERC’s Customer Complaint Units (CCUs) received 5,287 complaints during the quarter and resolved 1,647 instances, representing a 31.15% resolution rate. This marks an improvement from the 22.38% resolution rate recorded in Q2 2024.
“Customers of Ikeja and Eko DisCos lodged 2,401 and 1,073 complaints, accounting for 45.41% and 20.30% respectively of the total complaints lodged at NERC CCUs,” the report noted.
Aba Power reported the lowest complaints, with just 10 cases (0.19% of the total).
NERC acknowledged the low resolution rate and stated that measures are being implemented to improve the effectiveness of complaint resolution at the DisCo-CCU level.
In response to over-billing complaints, NERC reported that customers received N207.4mn as credit adjustments during Q3 2024.
“Billing complaints constituted 34.37% of the total complaints, followed by metering (29.98%), tariff band issues (13.60%), and service interruptions (12.24%),” the report said.
The report also highlighted 3,202 active cases at NERC’s forum offices during Q3 2024, including 1,035 unresolved appeals from Q2 and 2,167 new cases filed during the period.
The commission emphasised its commitment to enhancing customer satisfaction by addressing the frequent issues that power users confront.
“Measures are being implemented to enhance the resolution of complaints at the DisCo-CCU level and reduce appeals submitted to forum offices,” they said.
NERC continues to emphasise accountability among DisCos as a means of improving service delivery and reducing customer complaints.
Following costly bills that Nigerians pay, especially those who are categorized as Band A, many power consumers have protested the huge payments despite inadequate power supply.
For them, the commission and power distributors should remove their areas from Band A so that they could heave a sigh of relief on payment of high electricity bills.
