Rights And Obligations

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Customer Rights And Obligations

  • All new electricity connections must be done strictly based on metering before connection. That is, no new customer should be connected by a DisCo without a meter first being installed at the premises.
  • All customers have a right to electricity supply in a safe and reliable manner
  • All customers have a right to a properly installed and functional metre.
  • All customers have a right to properly informed and educated on the electricity service.
  • All customers have a right to transparent electricity billing.
  • All unmetered customers should be issued with electricity bills strictly based on NERC’s estimated billing methodology.
  • It is the customer’s right to be notified in writing ahead of disconnection of electricity service by the DisCo serving the customer in line with NERC’s guidelines.
  • All customers have a right to refund when over billed.
  • All customers have a right to file complaints and to the prompt investigation of complaints.
  • All complaints on electricity supply and other billing issues are to be sent to the nearest business unit of the DisCo serving the customer.
  • If a complaint is not satisfactorily addressed, customers have a right to escalate the issue to the NERC Forum Office within the coverage area of the DisCo.
  • Customers have the right to appeal the decision of the NERC Forum Office by writing a petition to the Commission.
  • It is the customer’s right to contest any electricity bill.
  • Any unmetered customer who is disputing his or her estimated bill has the right not to pay the disputed bill, but pay only the last undisputed bill as the contested bill go through the dispute resolution process of NERC.
  • It is not the responsibility of electricity customer or community to buy, replace or repair electricity transformers, poles and related equipment used in the supply of electricity.

Obligations of Consumers

  • Pay bills for electricity consumed
  • Provide requirements for connection as stipulated by NERC and DisCo
  • Vigilant protection of electrical installations
  • Cordiality towards electricity workers
  • Customer compliance to the requirements of the distribution code
  • Pay for electricity used within the stipulated time frame.
  • Ensure receipt of monthly electricity bills if not on prepaid meters and lodge a complaint to the DisCo serving you should you not get your bills.
  • Ensure that metering and other electrical equipment within your premises belonging to the DisCo not tampered with, or by-passed.
  • Notify the DisCo serving you of any tampering or bypass of electricity installations.
  • Notify the DisCo serving you of any outstanding electricity bill before moving into new premises.
  • If everything fails, consumers are advised to send an official letter of complaint to the service provider and ensure you attend the consumer forum to make your complaints open.