By Patience Chat Moses
The Nigerian Electricity Regulatory Commission (NERC) has launched a comprehensive Customer Bill of Rights and Obligations designed to enhance consumer protection and promote accountability within the nation’s power sector. Established under the Electricity Act 2023, this initiative outlines clear entitlements for electricity users as well as the responsibilities they must uphold, marking a significant step forward in aligning Nigeria’s electricity supply industry with international best practices.
At the heart of the new framework is the promise of reliable, high-quality service. Consumers are now assured access to consistent electricity, accompanied by transparent billing practices that detail tariff structures and service conditions. This transparency extends to the issuance of clear, understandable contractual agreements when establishing new connections, ensuring that every consumer is well informed about the terms of service. The guidelines also emphasise the protection of personal data, shielding customer information from misuse and unauthorised access.
In tandem with these rights, NERC has outlined a series of obligations for consumers. Key among these is the prompt payment of electricity bills, which is critical to sustaining the overall health of the supply system. Consumers are also required to cooperate during meter installations and regular maintenance visits, facilitating the smooth operation of the distribution network. Adhering to prescribed safety protocols is another crucial responsibility, designed to safeguard both service personnel and the public at large. Moreover, customers are urged to immediately report any unauthorised consumption or tampering with meters, a measure intended to curb fraud and ensure equitable usage.
A practical element of the new regulation addresses consumer mobility. When relocating, customers must notify their respective distribution companies (DisCos) to avoid the risk of being charged for services they no longer use. This step is essential in maintaining accurate billing records and preventing disputes related to outstanding charges.
NERC’s initiative emerges against a backdrop of growing public scrutiny over inefficiencies in the power sector. By adopting these robust consumer protection measures, the commission aims to foster a culture of transparency and mutual accountability between electricity providers and users. The comprehensive Customer Protection Regulations (CPR 2023) not only secure the rights of consumers but also establish a framework for improved service delivery across the board.