The number of customer complaints across all the electricity Distribution Companies (Discos) hit 328,696 in Q3, 2024, climbing 14.35 per cent when compared to Q2, last year, the latest report by the Nigerian Electricity Regulatory Commission (NERC), has disclosed.
The quarterly NERC document also showed that electricity customers nationwide got N207.4 million as credit adjustments from the power distributors during the period, following resolution of their complaints related to over-billing.
In all, issues of inappropriate billing took the lion’s share of reports of customer dissatisfaction, followed by metering problems, which were further trailed by tariff band complaints and service interruptions.
Reports directly made to NERC’s Customer Complaint Units (CCUs) during the period under consideration, were 5,287, with 1,647 resolved. This corresponded to a 31.15 per cent resolution rate.
The commission’s CCUs are dedicated sections to the resolution of complaints received directly from customers via emails, letters or phone calls through the Nigerian Electricity Supply Industry (NESI) call centre.
According to the report, this resolution rate represented a 8.77 per cent increase compared to the 22.38 per cent resolution rate recorded in 2024/Q2.
