NERC Envisions End to Estimated Billing in Nigeria During Customer Absence

During the capacity strengthening session for distribution companies (DisCos) on communication and responsiveness to customers, organized by the Nigerian Electricity Regulatory Commission (NERC), officials emphasized that estimated billing could be halted if customers inform their DisCo about their absence. InfoStride News reported this on November 27.

While many estimated billing customers might be unaware of the regulation, NERC highlights certain customer rights on its official website, advocating for sensible billing practices by DisCos across the country. According to NERC, new electricity connections must have meters installed before being connected, ensuring customers receive a safe and reliable electricity supply with properly functioning meters.

NERC stresses the importance of informing and educating customers about their electricity service, urging transparent billing for all. Un-metered customers should receive bills based on NERC’s estimated billing methodology. The Commission mandates written notice before any disconnection, with customers having the right to refunds for overbilling. Complaints about electricity supply or billing can be directed to the nearest DisCo business unit, and if unresolved, customers can escalate the issue to the NERC Forum Office or petition the Commission.

NERC affirms customers’ ability to contest incorrect electricity bills, emphasizing that in billing disputes, un-metered customers are only obligated to pay the last undisputed bill while the issue undergoes NERC’s dispute resolution process. The Commission also clarifies that customers or communities are not responsible for purchasing, replacing, or repairing electricity infrastructure used in the supply process, such as transformers or poles.

However, InfoStride News notes that some customers face challenges in resolving complaints related to estimated billing charges and payments. DisCos, allegedly, are placing undue pressure on customers by refusing to address complaints or implement regulatory directives stipulated by NERC without facing consequences. Imoh Heavens, a resident of Akwa Ibom state, shared his experience with the Port Harcourt Distribution Company (DisCo), stating that DisCo charges un-metered customers rates exceeding the price cap, irrespective of the circumstances. This has raised significant concerns among residents already grappling with challenging economic conditions, with no relief or resolution provided for their financial burdens despite their complaints.