The Federal Competition and Consumer Protection Commission says regulatory breaches in the electricity sector will be met with immediate corrective action.
The Executive Vice Chairman/CEO, FCCPC, Mr Tunji Bello who said this at an urgent stakeholders meeting on Electric Meter Issues revealed analysis of consumer complaints, showing that electricity consumers routinely endure problems related to billing, metering, transformers, connections, disconnections, and customer service, among others.
“Electricity should be reliable, accessible, and affordable, unfortunately, the Nigerian electricity sector has long grappled with a range of consumer issues.
“Regrettably, many of these challenges, from billing inaccuracies to inadequate customer care, are human-made, they stem from systemic inefficiencies and a troubling culture of impunity among certain service providers,” he stated.
The Executive Vice Chairman noted that the Federal Competition and Consumer Protection Act (FCCPA) and current NERC regulations grant consumers rights, including rights to fair treatment and transparent billing.
Mr Bello said “however, complaints reveal that consumers are often forced to pay upfront for meters without reimbursement, contrary to established guidelines under the NERC Meter Asset Provider and National Mass Metering Regulations 2021, which stipulate reimbursement through energy credits.”
“Furthermore, customers with faulty meters are randomly placed on estimated billing by some DisCos, a practice that is clearly prohibited by NERC.”
The FCCPC boss disclosed that the meeting highlights collective responsibility of stakeholders in safeguarding the rights and well-being of electricity consumers amidst critical challenges
“The disregard for robust regulatory frameworks, such as the NERC Meter Asset Provider and National Mass Metering Regulations 2021 and the Customer Protection Regulations 2023, by DisCos is unacceptable and will no longer be tolerated.”
“The recent announcement by an electricity distribution company concerning the phase-out of the Unistar prepaid meter model with effect from November 14th, 2024 poses yet another challenge for consumers, who may face undue hardship if this transition is mishandled.”
Mr Bello revealed that the FCCPC convened this meeting to engage with key stakeholders, in ensuring that every metering process remains transparent and accountable, prioritising the interests of consumers.
“At this meeting, we aim to clarify the phase-out process and advise DisCos to bear the replacement costs for their meters without imposing additional charges on consumers.
“The Commission is committed to enforcing strict adherence to regulatory guidelines, ensuring that consumers are neither unfairly charged nor randomly subjected to estimated billing.
“This engagement will also address broader issues surrounding metering in the electricity industry, these include non-reimbursement for meter purchases, delays in meter installation and repairs, estimated billing of customers with faulty meters, consumer exploitation by meter installers, token loading challenges, and inadequate customer service.
“Under this dispensation, and like ever before, the FCCPC is committed to the unbiased enforcement of all consumer protection regulations, including those within the electricity sector, particularly the directives of NERC,” Mr Bello added.
Hauwa Abu
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