11/06/2023
*Highlights of new Electricity Bill signed by President Tinubu*
To start with, it is the consumer’s right to be properly informed of their obligations and responsibilities concerning payment for electricity consumed.
On addition, electricity consumers have the right to be provided with accurate and clear bills from their respective electricity distribution companies.
Also, the commission emphasized that the DisCos must respect the rights of customers to prompt investigation and resolution of complaints and faults, as well as give reasonable access to the electricity distribution network.
Furthermore, any arbitrary and illegal disconnection of electricity supply without following the due process and compliance with safety standards is prohibited and will be penalized.
Moreso, consumers are entitled to be refunded by the electricity distribution companies, in the event of overbilling or estimated billing, after due reconciliation between the parties involved.
NERC’s proactive stance on the protection of the rights of electricity consumers is highly commendable, as it has given a voice to Nigerians who have been at the mercy of the power distribution companies. Electricity distribution companies must ensure that they comply with the guidelines and regulations, to avoid sanctions and penalties. Nigerians are encouraged to take advantage of these rights and protect their interests when dealing with the power distribution companies.
However, customers have certain rights when it comes to their electricity service. One of these rights is that if a customer chooses to buy a meter under the Credited Advance Payment for Metering Implementation (CAPMI) Scheme, they must be metered within 60 days. After this period, the customer cannot be billed or disconnected by the electricity distribution company. This ensures that customers are not overcharged for electricity usage, and are able to budget and plan their expenses accordingly.
Additionally, customers have the right to transparent billing, regardless of whether they are metered or not. Unmetered customers should receive bills based strictly on NERC's estimated billing methodology. This methodology is based on average usage data from similar households in the same area, and is intended to prevent overcharging. If there is a dispute over the estimated billing, the customer has the right to only pay the last undisputed bill until the dispute is resolved by NERC.
Customers also have the right to prompt investigation of complaints regarding service disruptions. This ensures that any issues with electricity supply are resolved in a timely manner, and that customers are not left without power for extended periods of time.
It is not the responsibility of customers or communities to buy, replace, or repair electricity transformers, poles, or other related equipment used in the supply of electricity. Customers should not be expected to bear the cost of maintaining the infrastructure used by electricity companies.
The commission advises customers to report any complaints about electricity supply or billing issues to the nearest business unit of the electricity company serving their premises. This helps to ensure that issues are addressed as quickly and efficiently as possible.
In summary, NERC has outlined several important rights that customers have when it comes to their electricity service. By understanding these rights, customers can ensure that they are not overcharged, that any issues are resolved promptly, and that they are not held responsible for the maintenance of electricity infrastructure.
As a customer, it is important to know your rights and the proper channels for addressing complaints. If your complaint is not resolved to your satisfaction by your electricity distribution company, you have the right to escalate your complaint to the NERC Forum Office within your area. Additionally, customers have the ability to appeal the forum's decision by contacting the NERC headquarters in Abuja.
To facilitate access to these channels, NERC has published a list of the contact information for zonal offices across Nigeria. These offices are responsible for handling customer complaints and ensuring that companies comply with regulations.
The zonal office contacts are as follows: Joseph John for the South-West (08164201445),
Tony Ray Ene for the South-South (08130363581),
Ekeh Samuel Chukwuemeka for the South-East (08062219714),
Hassan GWANDU for the North-West (07061117416),
Mohammed Umar Fufore for the North-East (07061097132),
Friday Sule for the North-Central (07036948408).
It is important to note that customers also have obligations to fulfill. Neglecting these responsibilities can lead to delays or escalation of complaints. By sharing this information and working together, we can ensure that our rights are protected and that issues are resolved efficiently.
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