# How to complain about blackouts and wrong bills in Nigeria: the 3-step NERC route > NERC's official complaints route has three steps: your DisCo, a NERC Consumer Forum, then NERC headquarters. Here is what to file, what to keep, and when to escalate. Business · Binatec Pulse · David Banjo · Published 2026-11-09T17:36:12.000Z · Updated 2026-11-09T16:43:26Z Canonical: https://pulse.binatecagency.com/business/how-to-complain-disco-nerc-nigeria-blackout-billing ## Key points - File a written complaint at your DisCo's nearest Customer Care Unit and get an acknowledgement. - NERC says the DisCo is expected to resolve it within 15 working days. - If you are unhappy or hear nothing, escalate to the NERC Consumer Forum office for your area. - The last step is a ticket or documents sent to NERC headquarters. If your light has been off for days or your DisCo keeps sending bills you cannot explain, Nigeria's electricity regulator has a three-step complaints route that starts with your distribution company and can end at NERC itself. The [Nigerian Electricity Regulatory Commission (NERC) sets it out on its own website](https://nerc.gov.ng/?p=2037): first your DisCo's Customer Complaints Unit, then a NERC Consumer Forum, then NERC headquarters. The timing matters. The Minister of Power, Joseph Tegbe, said on Monday that supply had been restored to many areas in Lagos, Ogun, Oyo, Kwara and the FCT after the vandalised Benin-Egbin 330kV line was repaired, [according to Punch](https://punchng.com/power-restored-to-lagos-ogun-four-others-after-vandalism-minister/). The same report notes that Nigerians are still complaining about unreliable supply. Restoration of the grid does not settle a complaint about your own meter, bill or feeder, and that is what this guide covers. ## What can you complain about? NERC says the complaints mechanism is governed by four sets of rules: the Customer Service Standards of Performance for Distribution Companies, the Customer Complaints Handling Standards and Procedures, the rules on connection and disconnection, and the rules on meter reading, cash collection and credit management, [according to its complaints page](https://nerc.gov.ng/?p=2037). In practice that covers poor supply, billing disputes, meter problems and disconnection, though you should check the exact standard that applies to your case. A complaint about a nationwide blackout caused by a grid problem is a different matter from one about your own account. The route below is built for problems between you and your DisCo. ## Step 1: How do you file a complaint with your DisCo? NERC's guidance is that [you must make a written complaint at your DisCo's nearest Customer Care Unit](https://nerc.gov.ng/?p=1845). It also tells customers to make sure they receive an acknowledgement, because that confirmation may be needed if the matter has to be escalated beyond the unit. Before you go, gather what you will need: - Your account or meter number and your service address. - The dates and times of the outages, or the bill or token receipts you dispute. - Photos or screenshots, including any bill, SMS or payment record. - A short written statement of what you want: a correction, a refund, a repair or a reconnection. Keep a copy of everything you hand over. If you submit by email or an online form, save the confirmation. The acknowledgement is the document that proves you started the process. ## How long does the DisCo have to respond? NERC's FAQ says the DisCo is [expected to resolve your complaint within 15 working days](https://nerc.gov.ng/?p=1845), depending on the complexity of the situation. Count the days from the date on your acknowledgement. If the deadline passes with no answer, that is grounds to move to step 2. ## Step 2: What is the NERC Consumer Forum? Any customer who is unhappy with the way the unit handled the complaint, or who meets delay or failure in its handling, [may refer it to the NERC Consumer Forum](https://nerc.gov.ng/?p=2037). The [Forum was set up by NERC to hear appeals](https://nerc.gov.ng/forum-offices/) from decisions of the DisCos' Customer Complaints Units and requires customers to file with their DisCo first, in writing. The Forum's membership, per the same page, includes one representative each for industrial, commercial and household customers, an NGO representative from the DisCo's operating area, and an electrical engineer nominated by NERC. That mix is meant to give customers a hearing outside the DisCo. NERC lists Forum offices across the country, with addresses, phone numbers and email addresses, on its [Forum offices page](https://nerc.gov.ng/forum-offices/). For example, the Abuja Forum lists a Gwarinpa address and the email abujaforum@nerc.gov.ng, and the Kano Forum lists a Bompai address. Check the page for the office that serves your area, because numbers and addresses can change. ## What if there is no NERC Forum office in your state? NERC says it is still opening Forum offices and that it may take time to reach every customer. Where there is none near you, customers with unresolved complaints may use [other channels, such as a formal letter with supporting documents or email](https://nerc.gov.ng/?p=1845), to file with the Forum office. ## Step 3: When do you escalate to NERC headquarters? If you are not satisfied with the Forum's ruling, NERC says you can [escalate to the commission by submitting a ticket on its site or by sending your complaint and all supporting documents to NERC HQ](https://nerc.gov.ng/?p=2037). NERC adds that it will review your complaint, including the processes the DisCo and Forum followed in reaching their decision. Include the acknowledgement from step 1, any Forum decision, and your evidence. The more complete the paper trail, the easier it is for NERC to review what happened at each stage. ## What other help is there while you wait? For electricity theft or tampering on your street, NERC says to report it to your nearest DisCo service centre or to the DisCo's whistle-blower or customer service numbers, [per its FAQ](https://nerc.gov.ng/?p=1845). For disconnection over non-payment, NERC says the DisCo must follow the procedure in its Customer Protection Regulation, so ask for the notice and check the steps were followed. Pulse has not tested how quickly any DisCo or Forum responds. NERC publishes the process and the 15-working-day target, but outcomes vary, so keep records and follow up in writing. ## Quick checklist - File in writing with your DisCo's nearest Customer Care Unit and get an acknowledgement. - Wait up to 15 working days, then escalate if there is no answer or you disagree with it. - Take the complaint to your nearest NERC Consumer Forum office, or use the letter or email route if there is none. - If the Forum's ruling does not satisfy you, submit a ticket or documents to NERC headquarters. - Keep every receipt, message and reference number. ## Questions people are asking ### Who do I complain to first about electricity in Nigeria? NERC says to make a written complaint at your DisCo's nearest Customer Care Unit and to get an acknowledgement. ### How long does a DisCo have to resolve a complaint? NERC's FAQ says the DisCo is expected to resolve your complaint within 15 working days, depending on the complexity of the situation. ### What if my DisCo does not respond or I disagree with the answer? Refer the complaint to the NERC Consumer Forum office in your area. NERC says the Forum hears complaints the DisCos' complaints units have not resolved. ### What if there is no NERC Forum office in my state? NERC says customers may file with the Forum office by formal letter with supporting documents, or by email. ### Where does the complaint end up if the Forum does not satisfy me? You can escalate to NERC itself by submitting a ticket on its website or sending the complaint and supporting documents to NERC headquarters. ## Sources 1. [To file a complaint?](https://nerc.gov.ng/?p=2037), Nigerian Electricity Regulatory Commission 2. [Complaints and redress procedure](https://nerc.gov.ng/?p=1845), Nigerian Electricity Regulatory Commission 3. [NERC Forum Offices](https://nerc.gov.ng/forum-offices/), Nigerian Electricity Regulatory Commission 4. [Power restored to Lagos, Ogun, four others after vandalism — Minister](https://punchng.com/power-restored-to-lagos-ogun-four-others-after-vandalism-minister/), Punch