The Nigerian Electricity Regulatory Commission (NERC) has mandated electricity distribution companies (DisCos) to swiftly replace faulty and outdated prepaid meters for their customers. The directive, issued during a NERC Workshop held in Kano state, underscores the importance of efficient metering systems and consumer protection within the electricity sector.
The commission’s directive comes with a clear warning to DisCos against resorting to estimated billing after the removal of a faulty or obsolete prepaid meter. NERC emphasized that this transition to accurate metering should be a seamless process, devoid of additional financial burden on the consumer.
Notably, the replacement of faulty meters comes at no cost to the consumer, except in cases where the user is responsible for the damage. Dr. Abdulkadir Shettima, General Manager of Finance and Management Services, stressed this point during the workshop. He also emphasized the reciprocal responsibilities of customers in ensuring a smooth meter replacement process.
Innovation Village was not present at the event, but obtained correspondence from reliable sources that offered comprehensive insights into the proceedings and key discussions that took place. Below are key takeaways from the workshop:
- Customer Responsibilities: Consumers are obligated to grant access to their meters and facilitate connections to DisCos. Failure to comply with these responsibilities may result in disconnection. Additionally, customers are required to safeguard their meters and prevent unauthorised access.
- Swift Remediation for Faulty Meters: Customers with faulty meters are eligible to have them fixed within two working days of lodging a complaint. This initiative is aimed at minimising any disruptions caused by meter malfunctions.
- Exception for Customer-Induced Faults: In cases where the fault in the meter arises from the customer, they will be required to cover the repair expenses. However, any balance remaining on the old meter will be transferred to the new one.
- Transparent Billing and Protection: NERC’s workshop also shed light on billing practices and customer disconnections. Bills must include a clear payment statement and be communicated to customers at least ten days before the due date. A grace period of two working days before disconnection is now mandatory, thanks to the new Customer Protection Regulations (CPR) introduced in 2023.
These regulatory changes align with NERC’s commitment to enhancing both consumer experiences and the overall efficiency of the electricity sector. The introduction of the CPR and the electricity service charter underscore NERC’s dedication to transparent, fair, and accountable practices within the power industry.
Mrs. Nnenna Akajemeli, the national coordinator of SERVICOM, expressed optimism about the charter’s potential to elevate service delivery in the power sector. She urged NERC to be prepared for an influx of requests and complaints and called for strict adherence to the charter’s guidelines.
