NERC Receives 4,180 Customer Complaints in Q4 2024, Resolves Only 29.45%

Abuja – The Nigerian Electricity Regulatory Commission (NERC) has disclosed that it received 4,180 complaintsfrom electricity consumers in the fourth quarter of 2024, but only 1,231 cases (29.45%) were resolved.

According to NERC’s Q4 2024 Report, this marks a drop from the 31.15% resolution rate recorded in Q3 2024, raising concerns about poor consumer complaint handling in the power sector.

Ikeja, Eko DisCos Lead in Complaints

Consumers from Ikeja and Eko DisCos accounted for the highest number of complaints:

• Ikeja DisCo – 1,731 complaints (41.41%)

• Eko DisCo – 836 complaints (20%)

Meanwhile, Aba Power recorded the lowest with just eight complaints (0.19%).

NERC acknowledged the slow complaint resolution rate and pledged to improve response times across all DisCos.

Top Complaints in Q4 2024

NERC’s report revealed that four key issues dominated consumer complaints:

• Metering problems – 36.82%

• Billing discrepancies – 31.24%

• Service interruptions – 15.50%

• Tariff band issues – 6.29%

Notably, the resolution of billing-related complaints resulted in N40.2 million in credit adjustments for affected consumers.

Overall Complaints Drop by 16.13%

In total, all DisCos nationwide received 275,681 complaints in Q4 2024, marking a 16.13% decrease from the 328,696 complaints recorded in Q3 2024.

• Port Harcourt DisCo had the highest complaints at 54,683 cases (9.84%).

• Yola DisCo had the fewest, with 1,917 cases (0.69%).

Mixed Trends in DisCo Complaints

While Kaduna, Kano, Eko, Yola, Enugu, and Abuja DisCos recorded a decline in complaints, Benin, Aba, and Ikeja DisCos witnessed an increase between Q3 and Q4 2024.

With billing, metering, and service disruptions still a major concern, NERC reiterated its commitment to holding DisCos accountable for improved customer service.

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