Lagos Electricity Consumers To Benefit As NERC Trains Forum Members On Complaint Resolution

By Sherif Salau

Lagos electricity consumers could see improved protection and more effective complaint resolution as the Nigerian Electricity Regulatory Commission (NERC) strengthens the capacity of its Forum Members to handle disputes with electricity distribution companies.

The three-day training, which began on Tuesday, is themed “Strengthening Forum Members in Delivering Quality Rulings and Resolution of Complaints.” It aims to equip the panels that serve as the second tier of redress for customers who remain dissatisfied after approaching their distribution companies’ Customer Complaints Units.

Representing NERC Chairman Dr Musiliu Oseni at the opening, Director of Economic Regulation Abba Terab praised Forum members for their role in safeguarding customers and pushing DisCos toward better service. He stressed the need to keep the panels updated on sector reforms and operational realities so they can deliver consistent and fair decisions.

“It is important that we continue to strengthen your capacity and keep you abreast of developments within the electricity market, particularly changes in the legal and regulatory framework. This will ensure that you are well informed and better equipped to discharge your responsibilities in resolving customer disputes with the DisCos,” he said.

Also speaking, NERC Commissioner, Stakeholder Management Division (SMD), Mrs. Aisha Mahmud, represented by the Head, International Relations and Stakeholder Secretariat, SMD, Mrs. Regina Osuagwu described the contributions of Forum Members as invaluable to both NERC and electricity consumers nationwide.

She noted that the electricity sector has witnessed significant reforms in recent years, making continuous training essential for effective complaint resolution.

“There have been numerous developments within the Nigerian Electricity Supply Industry, and this training provides an opportunity to discuss these changes extensively. Enhancing your understanding of the industry will support informed and balanced decision-making in your roles at the Forum Offices,” she stated.

Sessions scheduled for the programme cover key developments under the Electricity Act 2023, including the decentralisation of the power sector, the challenge of electricity infrastructure vandalism, stakeholder engagement through the Forum of Nigerian Electricity Regulators, and the use of Key Performance Indicators to ensure DisCos comply with Forum decisions.

For many Lagos residents who have long complained about estimated billing, prolonged outages, meter disputes and delayed responses from DisCos, the training offers a practical step toward more effective redress. Customers are required to first lodge complaints in writing with their DisCo’s Customer Complaints Unit. Only when that process fails or exceeds regulatory timelines can the matter move to the nearest Forum Office.

As the three-day programme continues, the Commission is expected to reinforce the message that timely and quality resolution of complaints remains central to rebuilding public confidence in the electricity supply industry. For consumers in Lagos who have grown weary of unresolved issues, the hope is that better-prepared Forum members will make the difference between frustration and genuine redress.