NERC Logs 254,000 Complaints in Q1 2025—Metering Issues Top the List

Electricity customers across Nigeria filed more than 254,000 complaints in the first quarter of 2025, with faulty meters, erratic service, and billing errors topping the list, according to the Nigerian Electricity Regulatory Commission (NERC).

In its latest quarterly report, NERC stated that 254,404 complaints were received between January and March, reflecting a 7.72 percent decrease from the 275,681 recorded in the last quarter of 2024.

Metering issues accounted for 42.84 percent of all complaints, billing disputes for 12.27 percent, and service interruptions for 7.66 percent. Together, these categories made up over 62 percent of total grievances.

Port Harcourt Electricity Distribution Company recorded the highest number of complaints with 57,843, which represented 22.74 percent of the national total. Yola DisCo had the fewest complaints with 2,495, or 0.98 percent of the total. Other major DisCos included Eko DisCo with 36,780 complaints, Ibadan DisCo with 42,393, and Ikeja DisCo with 25,555. Abuja DisCo saw a significant drop from 23,963 complaints in the previous quarter to 6,225, marking a 74 percent decrease.

NERC noted that while six DisCos experienced fewer complaints in the first quarter, others saw increases. Kano DisCo’s complaints surged by 86 percent to 32,251, primarily due to 25,988 metering-related issues. Kaduna, Yola, and Aba Power also recorded notable increases at 37.33 percent, 30.15 percent, and 17.16 percent, respectively.

The report stated that billing complaints led to ₦32.2 billion in customer refunds during the quarter, following the resolution of verified overbilling cases. Port Harcourt DisCo recorded 5,260 billing-related complaints and also topped the “Others” category with 28,959 cases. Eko DisCo registered 17,972 metering complaints, 4,497 service interruption issues, and 11,562 additional complaints.

Ibadan DisCo had 3,200 complaints related to metering and 25,940 in the “Others” category, indicating a variety of unresolved matters. Other recurring issues included 3,900 voltage-related complaints, 202 related to load shedding, 1,417 about disconnections, and 736 related to delays.

NERC’s central complaint unit also received 4,169 direct reports from customers. Billing, metering, and power interruptions dominated this feedback. Port Harcourt and Ikeja DisCos received the highest billing complaints at the central unit with 91 and 283 respectively, while Abuja followed closely with 194 complaints.

In response, NERC reiterated its commitment to consumer protection, stating, “The credit adjustment on customers’ bills, following resolved complaints, is a strong indicator of our accountability in the power sector.” The regulator also confirmed plans to strengthen enforcement and improve customer service protocols across all 11 electricity distribution companies.

Despite persistent complaints, DisCos collected ₦553.63 billion in the first quarter of 2025, even as consumers continue to battle with poor power supply, billing inefficiencies, and unstable grid conditions. Analysts stress that timely and transparent response to customer complaints is vital to restoring confidence in the electricity sector.