Nigerian Electricity Complaints Surge by 14.35% in Q3 2024: Billing Issues Lead the Pack
Customer complaints across all electricity Distribution Companies (Discos) in Nigeria reached an alarming 328,696 in Q3 2024, marking a 14.35% increase from Q2 of the same year, according to the latest report by the Nigerian Electricity Regulatory Commission (NERC).
The quarterly document highlighted that most complaints revolved around billing issues, followed by metering problems, tariff band disputes, and service interruptions. The power distributors refunded customers a total of N207.4 million as credit adjustments for over-billing during the period.
Billing and Metering Dominates the Complaints
Among the complaints received by NERC, billing issues took the lion’s share, accounting for 34.37% of total complaints, followed by metering problems at 29.98%, and tariff band discrepancies at 13.60%. Service interruptions were also a common grievance, constituting 12.24% of the complaints. These four issues together made up a staggering 90.18% of all complaints lodged during the period.
In total, 5,287 complaints were directed to NERC’s Customer Complaint Units (CCUs), with 1,647 of these resolved, representing a 31.15% resolution rate. This was an improvement from Q2’s 22.38% resolution rate. Despite the progress, NERC has recognized the need to further expedite the resolution process, with ongoing efforts to improve response times across Discos.
Regional Breakdown: Eko and Ikeja Discos See Highest Complaints
The report revealed a significant regional distribution of complaints. Eko Disco led with 64,987 complaints, representing 19.77% of the total. Ikeja Disco followed with 22,971 complaints. Aba Power, in contrast, had the lowest with just 10 complaints.
The rise in complaints was notably high at certain Discos, with Benin, Kano, Yola, and Abuja reporting the most substantial increases. Eko Disco, for example, recorded a 21.75% jump in complaints compared to Q2, while Enugu Disco showed a slight decrease of 5.68%.
Challenges in Timely Complaint Resolution
While NERC’s CCUs received an overwhelming number of customer grievances, the resolution rate of 31.15% remains a concern. Only 1,647 of the 5,287 complaints were resolved, indicating a need for faster action by the Discos. NERC has partnered with various organizations, including the National Orientation Agency (NOA), to improve the speed and efficiency of complaint resolution.
Moreover, disconnections, delays, and issues like voltage interruptions and load shedding also contributed to customer dissatisfaction, comprising 6% of total complaints.
Calls for Greater Accountability and Transparency
As complaints about electricity services continue to grow, the Nigerian public is calling for more transparency and accountability from the Discos. The widespread issues with billing and metering, which have plagued consumers for years, remain a key point of contention, prompting further scrutiny from the regulator and consumers alike.
For the government and regulatory bodies, the challenge lies in addressing the underlying inefficiencies and ensuring that consumer complaints are not just acknowledged but swiftly acted upon. This could go a long way in improving trust between Nigerians and their electricity providers.
