Document text
[YOUR FULL NAME]
[SUPPLY ADDRESS]
Phone: [PHONE NUMBER]
E-mail: [E-MAIL]
Date: [DD/MM/YYYY]
To:
The Complaints Officer
Customer Complaints Unit (CCU)
[NAME OF DISTRIBUTION COMPANY — e.g., IKEJA ELECTRIC / EKO DISCO / ABUJA DISCO]
[BUSINESS UNIT / DISTRICT OFFICE AND ADDRESS]
E-mail: [CUSTOMER CARE E-MAIL OF THE DISCO]
Sent by: [E-MAIL / DISCO COMPLAINT PORTAL / HAND DELIVERY AGAINST ACKNOWLEDGEMENT]
Subject: Complaint and request for review of my electricity bill — Account No. [ACCOUNT NUMBER], [MONTH(S) AND YEAR]
Dear Sir/Madam,
1. I am the [REGISTERED OWNER / OCCUPIER AUTHORISED BY THE OWNER] of the premises at [SUPPLY ADDRESS], Account No. [ACCOUNT NUMBER], [CHOOSE ONE: Meter No. [METER NUMBER] / no meter has been installed at this address], tariff band [A / B / C / D / E].
2. I dispute the following bill(s):
Billing month Units billed (kWh) Amount billed (₦) Reading shown on the bill (actual / estimated) My usual monthly bill (₦)
[MONTH, YEAR] [kWh] [AMOUNT] [ACTUAL / ESTIMATED / NOT SHOWN] [AMOUNT]
[MONTH, YEAR] [kWh] [AMOUNT] [ACTUAL / ESTIMATED / NOT SHOWN] [AMOUNT]
3. [CHOOSE WHAT APPLIES:]
My premises has no meter, and the bill is far above my usual consumption. Under section 35 of the NERC Customer Protection Regulations 2023, an unmetered customer may only be billed on an estimate calculated by a method approved by the Commission, and the Commission has directed that no unmetered customer be billed above the approved energy cap for the feeder.
My meter reading has not been taken and the bill is estimated, although my meter is working and accessible.
The reading on the bill does not match the reading on my meter, which today shows [READING] (photo enclosed). I request a special meter reading under section 30(1) of the Regulations.
I believe my meter is recording incorrectly. I request that it be tested under section 59 of the Regulations.
[OTHER — e.g., I am billed on Band [A] but the supply at my address has averaged about [NUMBER] hours a day.]
4. Under section 36 of the NERC Customer Protection Regulations 2023, I request a review of the bill(s) above. While the review is ongoing, I will pay ₦[AMOUNT], being the average of my bills for the previous twelve months [OR: for the period I have been a customer at this address], as provided in section 36(2).
5. I request that you:
a. acknowledge this complaint in a way that allows it to be traced, and give me a complaint reference number (section 43(4));
b. resolve the complaint within the time set in section 43(7) of the Regulations — no later than 15 days, or, as this complaint concerns the reconciliation of bills [AND METER ACCURACY], within one billing cycle of one month; and, if you need more time, notify me in writing with reasons (section 43(8));
c. where the bill is found to be wrong, amend it (section 36(6)), and credit the exact amount overcharged to my next bill, advising me in writing within five working days of becoming aware of the error (section 36(7));
d. not disconnect my supply for non-payment of the disputed amount while this complaint remains unresolved (section 25(1)(c)); and
e. [IF YOU REQUESTED A METER TEST: visit my premises to test the meter within three working days and give me a resolution within five working days of the visit (section 59).]
6. If this complaint is not resolved within the maximum period of 30 days, I will refer it to the NERC Forum Office for [NAME OF DISCO] under section 43(9) of the Regulations.
Yours faithfully,
______________________________
[YOUR FULL NAME]
Enclosures:
1. Copies of the disputed bill(s)
2. Copies of my bills / payment receipts for the previous [NUMBER] months
3. Photo of my meter showing the reading on [DD/MM/YYYY] [IF METERED]
4. [ANY OTHER EVIDENCE — e.g., neighbours' bills on the same feeder, supply log]
NOTES BEFORE SENDING — delete this part
The first stop is always the DisCo's Customer Complaints Unit. You can complain by letter, e-mail, phone, SMS or the DisCo's portal (section 43(5)) — a letter or e-mail gives you a dated record. Get a reference number.
Pay the 12-month average during the review (section 36(2)). The DisCo may not disconnect you for the disputed bill while your complaint is unresolved (section 25(1)(c)); if it does so wrongfully, you are entitled to compensation in energy credits (section 26).
If the DisCo does not resolve the complaint within the time allowed (at most 30 days), write to the NERC Forum Office for your DisCo's area. The Forum's address must be printed on your bill (section 47(4)). Address the complaint to the Chairman of the Forum and attach this letter and the DisCo's reply. The Forum acknowledges within 3 working days and should decide within 2 months.
Not satisfied with the Forum's decision? You can appeal to the Commission (NERC) within 10 working days of the decision (section 52(1)).
If you live in a rented flat, the DisCo's recognised customer is the registered owner or a person the owner authorised to settle bills (section 29(6)). Ask your landlord for written authority if the account is not in your name.
Field labels in [SQUARE BRACKETS, CAPITALS] must be completed or deleted. Alternatives are separated by a slash. © Layers (layers.md), licensed under CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/). Template, not legal advice.
Reply to this document or get a deadline reminder: https://layers.md/ng/letter-of-complaint-for-high-electricity-bill?from=reply-ng-estimated-bill