NERC receives 254,404 complaints – faulty metering, billing, unstable supply account for 62.77%. Abuja, Benin, Jos record fewer complaints
By Jeph Ajobaju, Chief Copy Editor
Power distribution companies (DisCos) received over 254,404 customer complaints in the first quarter of 2025 (Q1 2025), driven by faulty metering, inaccurate billing, and unstable supply, according to the latest report of the Nigerian Electricity Regulatory Commission (NERC).
However, complaints dropped 7.72 per cent from 275,681 in Q4 2024.
The top three grouses lodged by customers were about metering (42.84 per cent), billing (12.27 per cent), and service interruption (7.66 per cent), which combined to account for more than 62 per cent of all complaints.
Port Harcourt DisCo received the highest number of complaints (57,843), 22.74 per cent of the national total, and Yola DisCo the least (2,495) or 0.98 per cent.
The figures for other Discos are:
- Ibadan – 42,393 complaints
- Eko – 36,780
- Ikeja – 25,555
- Abuja – 6,225; down 74 per cent from 23,963 in Q4 2024; biggest QoQ decline
“Six DisCos recorded declines in the number of customer complaints received in 2025/Q1 compared to 2024/Q4,” the report said.
“Abuja (-74.02 per cent), Benin (-30.17 per cent), and Jos (-29.16 per cent) DisCos recorded the most reductions.
“Kano (+86.12 per cent), Kaduna (+37.33 per cent), Yola (+30.15 per cent), Aba Power (+17.16 per cent), Ikeja (+9.98 per cent) and Port Harcourt (+5.78 per cent) DisCos on the other hand recorded increases in the number of customer complaints received between 2024/Q4 and 2025/Q1.
“The most common issues among the 254,404 complaints received by DisCos in 2025/Q1 were metering (42.84 per cent), billing (12.27 per cent) and service interruption (7.66 per cent). These three (3) categories cumulatively accounted for 62.77 per cent of the total complaints in the quarter.”
The NERC disclosed that complaints about billing, the second-most frequent category, led to customer refunds totalling N32.2 billion in the first quarter alone. The amount was credited to customers’ accounts after verified overbilling claims.
Port Harcourt also topped the billing complaints chart with 5,260 cases, in addition to receiving the highest number of complaints in the “Others” category (28,959).
Eko had 17,972 metering complaints, 4,497 service interruptions, and 11,562 others.
Ibadan saw a significant number of metering issues at 3,200 but was most hit by “Others” at 25,940, suggesting a wide range of additional unresolved issues.
Other categories of concern include voltage cases (3,900), load shedding (202), disconnections (1,417), and delays (736).
Kano DisCo, which received 32,251 complaints, reported 25,988 metering-related issues, the second-highest in that category after Eko.
Additional 4,169 complaints were received directly at NERC central complaint unit (CCU) with billing, metering, and interruption also dominating the feedback.
Ikeja (283) and Port Harcourt (91) had the highest billing-related complaints recorded at NERC CCU. Abuja followed at 194.
The NERC said: “The credit adjustment on customers’ bills, following resolved complaints, is a strong indicator of our commitment to consumer protection and accountability in the power sector.”
It reiterated plans to strengthen enforcement mechanisms and customer service protocols across all 11 DisCos to ensure faster resolution of complaints and reduce recurring grievances.
DisCos collected N553.63 billion revenue in Q1 2025 despite widespread complaints of low power supply, billing inefficiencies, and persistent outages.
Energy experts believe addressing customer feedback in real time is critical to restoring public trust in the power sector as Nigeria grapples with unstable supply.
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