DisCos must fix faulty meters within 48 hours – NERC

The Nigerian Electricity Regulatory Commission has directed electricity distribution companies to repair or replace faulty meters within 48 hours of being reported, while warning against wrongful disconnection of electricity customers and the imposition of illegal reconnection fees.

The commission disclosed this in a metering factsheet, which outlined the obligations of distribution companies and the rights of electricity consumers.

On faulty meters, NERC stated, “Faulty meter? It must be repaired or replaced within 48 hours of being reported”.

The directive requires distribution companies to address reported meter faults within the stipulated period, helping customers monitor their electricity consumption and reducing disputes over billing.

The commission also clarified the rules governing disconnection and reconnection, particularly where customers are disconnected without proper justification.

It stated that electricity customers must not be charged if disconnected wrongfully.

The factsheet read, “Wrongfully disconnected? You cannot be charged a reconnection fee.”

NERC further stated that customers who were wrongfully disconnected were entitled to compensation through energy credits equivalent to their average daily consumption for three months for every day they remained disconnected.

“You are entitled to energy credits equivalent to your average daily consumption for three months, for every day you are wrongfully disconnected,“ the commission said.

The provisions mean that affected customers should not only have their electricity supply restored but should also receive the prescribed compensation, while distribution companies cannot impose reconnection charges when the disconnection was wrongful.

The factsheet also addressed the conditions under which distribution companies could disconnect customers and restore their electricity supply following the resolution of disputes.

It stated that customers should resolve the relevant connection dispute and pay applicable fees before restoration of supply, while distribution companies are expected to comply with the prescribed procedures.

NERC also reiterated protections for customers who receive estimated electricity bills.

The commission stated that DisCos can only estimate bills when they cannot read meters while unmetered customers are protected by strict capping rules.

The provision is intended to protect unmetered customers from arbitrary billing where actual meter readings are unavailable.

On complaint resolution, the commission advised customers to report disputes to the Customer Complaints Unit of their distribution company and ensure that their complaints were acknowledged.

Where a complaint remains unresolved after 15 days, customers can escalate it to the nearest NERC Forum Office and subsequently appeal to the commission’s headquarters if dissatisfied with the outcome.

Customers in states operating under their own electricity regulatory commissions are expected to approach the relevant state regulator for the applicable dispute-resolution process. (Punch)