Consumers Receive Refunds Across Four Quarters
The Nigerian Electricity Regulatory Commission refunded a total of N155.84 million to electricity consumers in 2025. The refunds followed the resolution of billing-related complaints across the power sector.
Quarterly data shows that the commission issued the refunds in stages. It directed distribution companies to settle verified cases of overbilling and other disputes.
Consumers received N32.21 million in the first quarter. They also got N40.22 million in the second quarter. In addition, they received N32.66 million in the third quarter. The figure rose to N50.75 million in the fourth quarter.
Billing Complaints Dominate Consumer Issues
The refunds came from complaints handled through NERC’s Customer Complaint Unit. The unit operates under the Electricity Act 2023. It focuses on consumer protection and accountability in the electricity sector.
Billing disputes remained the most common issue throughout the year. They accounted for 29 to 37 percent of total complaints.
In the first quarter, NERC recorded 4,169 complaints. It resolved 1,554 of them. This reflects a 37.27 percent resolution rate.
Resolution Rates Improve During the Year
The commission linked the early low resolution rate to inefficiencies among distribution companies.
It stated that it would strengthen response systems and improve service delivery across the sector.
Billing issues accounted for 37.37 percent of complaints in Q1. Metering problems followed at 32 percent. Service interruptions made up 13.65 percent.
Resolution performance improved in later quarters. It rose to 45.63 percent in Q2. It increased further to 62.30 percent in Q3. It then reached 76.96 percent in Q4.
In the final quarter, 638 out of 829 complaints were resolved. Some companies, including Kano and Kaduna DisCos, resolved all cases assigned to them.
Decline in Complaints Recorded
Total complaints dropped significantly during the year. The figure fell from 4,169 in Q1 to 829 in Q4.
NERC linked the decline to the exclusion of complaints from states with independent regulators. Several states now manage their own electricity markets under decentralisation reforms.
At least 15 states now operate independent electricity regulatory systems. However, 21 states have yet to assume full control under the Electricity Act 2023.
Performance Varies Across Distribution Companies
The report showed wide differences among distribution companies.
Customers of Ikeja and Eko DisCos filed a large share of complaints. This points to ongoing billing and service challenges in those areas.
In contrast, Kano DisCo and Aba Power recorded the lowest complaint levels.
Some distribution companies achieved resolution rates above 80 percent. Others performed below expectations, which raised concerns about consistency in service delivery.
Sector Challenges Persist Despite Progress
Nigeria’s power sector continues to struggle with estimated billing, metering gaps, and unstable electricity supply.
Despite these challenges, NERC said it remains committed to consumer protection. It also promised refunds where service providers fail to meet obligations.
Although the total refund value remains small compared to the size of the sector, the figures show stronger regulatory action.
The steady improvement in complaint resolution rates also signals gradual progress. However, structural issues in the power sector still require long-term reforms.
