KEY POINTS
- NERC has directed all electricity distribution companies to reimburse N20.33 billion to customers under the MAP framework within a year.
- The move follows a review showing significant delays and complaints about unpaid meter costs.
- DisCos must automate refunds, report monthly, and establish a dedicated complaints channel for affected customers.
The Nigerian Electricity Regulatory Commission, NERC, has ordered all electricity distribution companies to pay customers N20.33 billion in outstanding meter reimbursements. The directive, effective March 1, 2026, requires the full amount to be recovered and disbursed over 12 months.
The order targets meters procured and paid for by customers under the Meter Asset Provider framework. NERC said its review revealed that by December 31, 2025, many customers had yet to receive reimbursement, triggering numerous complaints about delays and deficiencies in the process.
Under the directive, distributors are expected to accelerate reimbursements and ensure the process is automated through customer accounts. NERC also mandated monthly reporting of reimbursement progress and the creation of dedicated channels to handle customer complaints.
Each distributor is required to divide the total owed among 12 equal monthly installments, deducting the sums directly from customer bills. The regulator emphasised that these measures are aimed at restoring public confidence, preventing further delays, and standardizing the reimbursement process across all operators.
Improving sector credibility and customer trust
NERC highlighted that streamlining reimbursements and enhancing customer notifications is essential to maintaining credibility in the electricity sector. The commission said it would closely monitor compliance to ensure that all affected customers receive full refunds within the stipulated timeline.
The directive reflects NERC’s ongoing effort to balance operational efficiency with consumer protection, making sure that customers who invested in their own meters are not left waiting for compensation.
