The Nigerian Electricity Regulatory Commission (NERC) has given electricity distribution companies (DisCos) 10 days to install meters for customers who have made full payment under the Meter Asset Provider (MAP) scheme, warning that faulty meters must be repaired or replaced within 48 hours of being reported.
The commission also warned DisCos against charging customers installation fees for meters provided under the Meter Acquisition Fund (MAF) and the Distribution Sector Recovery Programme (DISREP), insisting that customers who pay for MAP meters are entitled to full reimbursement through energy credits.
NERC outlined the consumer protection measures in a metering factsheet published on its official X handle on Saturday, detailing customers’ rights regarding metering, electricity billing, disconnection and dispute resolution.
On meter reimbursement, the commission explained that customers who purchase meters under the MAP scheme should receive their money back through energy credits automatically applied to their accounts monthly over 120 months, equivalent to 10 years.
It, however, clarified that the energy credits cannot be used to offset existing debts.
The regulator further warned electricity distribution companies against wrongful disconnection of customers, stating that supply must be restored immediately once a disconnection dispute is resolved and the required fees are paid.
Customers disconnected without due process, it added, must not be charged reconnection fees and are entitled to compensation through energy credits for every day they remain disconnected.
According to NERC, such compensation is calculated based on the customer’s average daily electricity consumption over the preceding three months.
NERC Warns Against Excessive Estimated Bills
The commission also addressed the concerns of customers without functional meters, noting that DisCos are permitted to issue estimated bills only within the limits prescribed by applicable regulations.
It said the rules were designed to protect unmetered customers from excessive estimated billing.
NERC further advised customers planning to relocate to notify their electricity distribution companies, request a final bill and settle outstanding balances before moving.
Four Schemes to Close Metering Gap
To accelerate meter deployment and address the metering gap in the Nigerian Electricity Supply Industry, the commission highlighted several initiatives, including the Meter Asset Provider scheme introduced in 2018 and the National Mass Metering Programme launched in 2020.
Others are the Meter Acquisition Fund and the World Bank-backed Distribution Sector Recovery Programme.
The commission also identified the Presidential Metering Initiative, scheduled to commence in 2027, with a target of deploying 750,000 meters to help bridge the country’s metering gap.
Under the MAF, NERC explained, electricity distribution companies can access long-term financing at single-digit interest rates to procure and install meters for customers at no cost to them.
How Customers Can Report DisCos
The commission also outlined a three-stage complaint resolution process for electricity consumers seeking redress over metering, billing and other service-related disputes.
Customers are expected to first submit complaints to the Customer Complaints Unit of their respective DisCos and ensure that their complaints are acknowledged.
Where a complaint remains unresolved after 15 days, consumers can escalate the matter to the nearest NERC Forum Office. Those dissatisfied with the forum’s decision can subsequently appeal to the commission’s headquarters.
However, in states that have transitioned to independent electricity regulation, consumers are required to approach the relevant State Electricity Regulatory Commissions for the applicable stages of the complaint process.
NERC urged electricity consumers to familiarise themselves with the regulations and orders governing electricity services, stressing that the factsheet was designed to explain their rights and provide guidance on available channels for resolving disputes.
