The Nigerian Electricity Regulatory Commission (NERC) has disclosed that electricity distribution companies (DisCos) across the country received a staggering 291,380 consumer complaints during the first quarter of 2024.
This was revealed in the Commission’s Q1 2024 Operational Performance Report, published in July and made public on Friday.
The report highlighted various service delivery concerns, including billing disputes and operational inefficiencies.
According to the document, “The DisCos cumulatively received 291,380 complaints from consumers in Q1 2024. This represents a decrease of 19.12% compared to the 360,145 complaints recorded in Q4 2023.”
Billing disputes dominated the complaints lodged by consumers, with the report showing that 45.73% of the grievances were related to billing issues.
Metering problems and power supply interruptions were also significant concerns, accounting for 16.04% and 11.95% of the complaints, respectively.
Addressing the DisCos’ response to these complaints, NERC noted that 278,312 issues were resolved during the quarter, achieving a resolution rate of 95.52%.
This, according to the Commission, is a crucial metric to ensure consumer satisfaction and operational efficiency in Nigeria’s electricity supply industry.
The report, prepared pursuant to Section 34(1)(e) of the Electricity Act 2023, forms part of NERC’s mandate to monitor the Nigerian Electricity Supply Industry (NESI) and ensure the safety, security, and reliability of electricity production and delivery.
To further address consumer concerns, NERC said it organized a series of town hall meetings in March 2024.
It said the meetings, held in Kano and Lagos, focused on issues such as service-based tariffs, metering, capping, and customer redress mechanisms.
NERC stressed the importance of continuous engagement with the public to resolve disputes and educate consumers on their rights and responsibilities.
“The Commission continued to implement customer enlightenment programmes during the quarter,” the report stated.
“These programmes leveraged traditional media, social media channels, and physical meetings to address key consumer concerns and provide better understanding of DisCos’ operations.
Despite these efforts, NERC acknowledged ongoing challenges faced by DisCos, particularly their inability to meet their Aggregate Technical, Commercial, and Collection (ATC&C) loss reduction targets.
This failure, the Commission warned, hampers the DisCos’ ability to recover the full revenues necessary to ensure returns on investment and maintain sustainable operations.
Looking ahead, NERC expressed optimism for continued improvements, particularly as DisCos ramp up metering efforts and address operational inefficiencies.
The Commission remains committed to holding DisCos accountable and ensuring that the expectations of consumers are met.
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