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 country.
An analysis of the commission’s quarterly reports shows that the refunds were issued in phases throughout the year as electricity distribution companies (DisCos) addressed verified cases of overbilling and related disputes.
The breakdown reveals that N32.21 million was refunded 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 steady payouts highlight ongoing regulatory intervention in the Nigerian Electricity Supply Industry (NESI).
The refunds were tied to complaints lodged through the NERC Customer Complaint Unit, established under the Electricity Act 2023 to strengthen consumer protection and enforce accountability among service providers.
Data from the commission shows that billing disputes remained the leading cause of complaints, accounting for between 29 and 37 per cent of total cases recorded during the year.
In the first quarter alone, the commission received 4,169 complaints, with only 1,554 resolved, representing a resolution rate of 37.27 per cent. The regulator described the performance as unsatisfactory and pledged to improve the speed of complaint resolution.
“In furtherance of its mandate… the commission shall develop… customer complaints handling standards and provide various channels for customers to lodge complaints,” NERC stated, noting that complaints are received through emails, letters, and phone calls before being forwarded to DisCos for action.
Subsequent quarters, however, showed marked improvement. Resolution rates rose to 45.63 per cent in Q2, 62.30 per cent in Q3, and peaked at 76.96 per cent in Q4, reflecting stronger enforcement and monitoring by the regulator.
The commission also reported a sharp decline in the number of complaints, dropping from 4,169 in Q1 to 829 by Q4. This reduction was partly attributed to the decentralisation of electricity regulation, as more states establish independent oversight agencies following recent reforms.
Despite the improvements, disparities persist among DisCos. Customers under Ikeja Electric and Eko Electricity Distribution Company accounted for a significant share of complaints, indicating ongoing service delivery and billing challenges.
Conversely, utilities such as Kano Electricity Distribution Company and Aba Power recorded fewer complaints, though differences in customer base and reporting structures may influence these figures.
Nigeria’s power sector continues to grapple with persistent issues, including estimated billing, metering gaps, and unreliable supply. However, the gradual improvement in complaint resolution rates suggests that regulatory efforts may be beginning to yield results.
NERC reaffirmed its commitment to protecting consumers and enforcing accountability, noting that compensation mechanisms such as billing adjustments remain essential in addressing service failures.
While the N155.84 million refund represents a modest fraction of the sector’s scale, it underscores a growing push for transparency and fairness in electricity billing, as well as the importance of timely complaint resolution in rebuilding consumer trust.
