Electricity distribution companies across Nigeria received 254,404 customer complaints in the first quarter of 2025, primarily driven by issues with faulty meters, billing discrepancies, and inconsistent service, according to the Nigerian Electricity Regulatory Commission (NERC).

In its newly released quarterly report, NERC noted that the number of complaints filed between January and March represented a 7.72% decline compared to the 275,681 recorded in the previous quarter (Q4 2024).

Metering problems topped the list, accounting for 42.84% of total complaints, followed by billing issues at 12.27% and service interruptions at 7.66%—together making up over 62% of all cases reported.

Despite the overall drop, Port Harcourt Electricity Distribution Company registered the highest number of complaints with 57,843 cases, or 22.74% of the national total. At the other end of the spectrum, Yola DisCo recorded just 2,495 complaints, representing 0.98%.

Other major complaint hotspots included Eko DisCo (36,780), Ibadan (42,393), and Ikeja (25,555). Notably, Abuja DisCo saw a sharp 74% drop in complaints, falling from 23,963 in Q4 2024 to 6,225 in Q1 2025—the steepest decline among all DisCos.

“The total complaints received in Q1 2025 were 254,404, showing a 7.72% reduction from Q4 2024,” NERC said in the report.

Six DisCos saw a decline in complaint volumes: Abuja (-74.02%), Benin (-30.17%), and Jos (-29.16%) led the way. In contrast, Kano (+86.12%), Kaduna (+37.33%), Yola (+30.15%), Aba Power (+17.16%), Ikeja (+9.98%), and Port Harcourt (+5.78%) all reported increases in customer grievances.

Kano DisCo, in particular, experienced a dramatic spike, jumping from 17,328 complaints in Q4 2024 to 32,251 in Q1 2025. Most of these—25,988—were metering-related, the second-highest tally after Eko DisCo’s 17,972.

The report also highlighted that billing complaints, the second most reported issue, resulted in refunds amounting to ₦32.2 billion credited to customers' accounts following verified overcharges.

Port Harcourt not only led in overall complaints but also topped the charts in the "Others" category with 28,959 cases and had the most billing complaints at 5,260. Eko DisCo reported 4,497 service interruptions and 11,562 complaints in the "Others" category.

Ibadan DisCo faced 3,200 metering issues and a large share of miscellaneous complaints, with 25,940 logged as "Others," suggesting a wide range of unresolved or complex concerns.

Other reported issues across the sector included voltage fluctuations (3,900 cases), load shedding (202), disconnections (1,417), and delays (736).

At NERC’s Central Complaint Unit (CCU), 4,169 cases were submitted directly, with billing, metering, and supply interruptions again being the most frequent. Ikeja and Port Harcourt DisCos registered the highest billing complaints at the CCU, with 283 and 91 respectively, followed by Abuja with 194.

Commenting on the situation, NERC said, “The credit adjustments on customer bills following resolved complaints demonstrate our continued commitment to consumer protection and accountability in the power sector.”

The regulator reaffirmed its plan to enhance enforcement and customer service standards across the 11 DisCos, aiming to resolve complaints more efficiently and reduce recurring issues.

Despite ongoing power supply challenges, distribution companies collected ₦553.63 billion in revenue in Q1 2025. This surge in earnings occurred even as customers struggled with unreliable electricity, frequent outages, and billing inefficiencies. Analysts believe that timely response to consumer concerns will be essential to rebuilding trust in the electricity sector.