The Nigerian Electricity Regulatory Commission (NERC) refunded a total of N155.84 million to electricity consumers in 2025 following the resolution of billing-related complaints across the power sector.
An analysis of the commission’s quarterly reports shows that the refunds were issued in tranches as distribution companies (DisCos) addressed verified cases of overbilling and related disputes.
The breakdown indicates that consumers received N32.21 million in the first quarter, N40.22 million in the second quarter, N32.66 million in the third quarter, and N50.75 million in the fourth quarter.
The refunds were linked to complaints lodged through NERC’s Customer Complaint Unit (CCU), established under the Electricity Act 2023 to protect consumers and enforce accountability among service providers.
Billing disputes remained the leading cause of complaints, accounting for between 29 and 37 per cent of cases recorded during the year.
In the first quarter alone, NERC received 4,169 complaints, of which 1,554 were resolved, representing a resolution rate of 37.27 per cent.
The commission attributed the low resolution rate to inefficiencies among DisCos and said steps were being taken to improve response times.
“Timely redress remains critical to consumer confidence in the power sector,” the regulator said.
Further analysis showed that billing issues accounted for 37.37 per cent of complaints in Q1, followed by metering challenges at 32 per cent and service interruptions at 13.65 per cent.
Resolution rates improved in subsequent quarters, rising to 45.63 per cent in Q2, 62.30 per cent in Q3, and 76.96 per cent in Q4.
In the fourth quarter, 638 out of 829 complaints were resolved, with some DisCos, including Kano and Kaduna, achieving full resolution.
NERC said it would continue to strengthen oversight and enforcement to ensure compliance with service standards.
The total number of complaints declined significantly during the year, dropping from 4,169 in Q1 to 829 in Q4.
The commission attributed the decline to the exclusion of complaints from states that have established independent electricity regulatory agencies, reflecting ongoing decentralisation in the sector.
At least 15 states have transitioned to independent regulation, while 21 states are yet to assume control of their electricity markets nearly three years after the enactment of the Electricity Act 2023.
The reports also highlighted disparities among DisCos. Customers of Ikeja and Eko DisCos accounted for a large share of complaints, indicating persistent service and billing issues, while Kano DisCo and Aba Power recorded the lowest complaint volumes.
NERC noted that although some DisCos achieved resolution rates above 80 per cent, others lagged, underscoring the need for sustained regulatory oversight.
Nigeria’s power sector continues to face challenges, including estimated billing, metering gaps, and unreliable supply.
Despite this, the commission said it remains committed to protecting consumers and ensuring appropriate compensation where service providers are at fault.
While the refund amount is relatively modest compared to the size of the sector, it signals increased regulatory enforcement.
The steady improvement in complaint resolution rates also suggests gradual progress, even as structural challenges persist.
