KNOW YOUR POWER: UNDERSTANDING YOUR RIGHTS AS AN ELECTRICITY CUSTOMER
Electricity customers have rights. But knowing those rights and understanding how to exercise them is an important part of being an informed customer.
Customer protection in Nigeria’s electricity sector is built around a simple principle: customers should be treated fairly, transparently and responsibly, while electricity providers operate within defined legal and regulatory standards. The Electricity Act 2023 provides the broader statutory framework for the sector, while the Customer Protection Regulations 2023 provide more specific standards governing the relationship between electricity providers and customers.
What Are Your Rights?
Customers have rights relating to areas such as electricity service, metering, billing, access to information, complaints and applicable redress mechanisms.
Customers should also have access to relevant information about their electricity service, including applicable tariffs and charges, billing and metering information, customer-service procedures and complaint channels.
Being informed makes it easier to understand your electricity service and raise questions when something does not appear right.
Understand Your Bill
Receiving a bill is not the same as understanding it.
Customers should be able to understand the basis of the charges reflected in their bills. If you believe your bill contains an error or inconsistency, do not simply ignore it. Raise the concern through the appropriate customer-service channel and provide relevant information that can assist with the investigation.
Your meter and your payment records can also provide important information when resolving a billing concern. Keep your bills, receipts, meter details and relevant correspondence.
Have a Complaint? Use the Right Channel
A complaint should clearly explain the issue and provide enough information for it to be investigated. Customers should also retain their complaint reference or acknowledgement for follow-up.
AEDC customers can contact the company through:
- Customer Care: 08039070070
- WhatsApp: 09162012128, 09161012128
- Facebook: @abujaelectricity
- Instagram: @aedcelectricity
- Email: customercare@abujaelectricity.com
- Website: www.abujaelectricity.com
Using recognised channels helps create a proper record of the complaint and provides a clear pathway for follow-up.
What If the Problem Is Not Resolved?
Customer protection also includes access to applicable redress mechanisms.
Where a legitimate error is established, the appropriate corrective action will depend on the nature of the issue and the applicable regulatory framework.
If a customer remains dissatisfied after following the appropriate process, the customer should use the recognised escalation mechanism rather than resorting to self-help.
Know Your Rights. Use Them Responsibly.
Customer protection is not about creating conflict between customers and electricity providers. It is about creating a relationship built on fairness, transparency and accountability.
So, know your rights. Understand your bill. Keep your records. Ask questions when you are unsure. And when you have a concern, use the appropriate channels to seek a resolution.
An informed customer is an empowered customer.
