Despite years of promises to improve the power sector, many Nigerians are still grappling with unreliable electricity services, arbitrary billing, and unresolved complaints. The recent revelation by the Nigerian Electricity Regulatory Commission (NERC) that most Nigerians are unaware of their rights as electricity customers raises critical concerns. This disclosure, made by Aisha Mahmoud, NERC’s Commissioner for Customer Affairs, at a Customer Complaints Resolution Town Hall Meeting in Osogbo, underscores a significant issue: the widening gap between electricity providers and consumers, and the failure of regulatory bodies to effectively educate and protect consumers.
The Reality: Ignorance Breeds Exploitation
For years, Nigerian electricity consumers have faced a series of challenges—from erratic power supply and billing inconsistencies to frequent blackouts. Despite these persistent issues, many customers still do not know what they are entitled to under the law. This lack of awareness is not just a minor oversight; it is a systemic problem that has allowed electricity providers to get away with subpar service and exploitative practices.
The fact that many Nigerians are unaware of their rights means they are less likely to demand accountability from service providers. This ignorance creates a perfect storm where customers, unsure of their entitlements, are left vulnerable to arbitrary charges, poor service, and unresolved complaints.
A Communication Failure by NERC
One of the primary responsibilities of NERC is to regulate the electricity market in Nigeria, ensuring that service providers adhere to guidelines and that customers’ rights are protected. However, if the majority of Nigerians remain uninformed about their rights, then it is clear that NERC has not been effective in communicating these rights. It is not enough to list regulations on a website; the Commission must actively engage in sensitization campaigns that reach all corners of the country, especially in rural and suburban areas where internet access might be limited.
The town hall meetings organized by NERC are commendable, but they are not sufficient. These efforts need to be scaled up significantly. The average Nigerian, busy with the struggles of daily life, is unlikely to browse through NERC’s website to read about their rights. Instead, NERC should prioritize aggressive public sensitization campaigns through radio, television, social media, and even community outreach programs that can bridge the knowledge gap.
What Are These Rights?
The NERC Commissioner highlighted that customers are not just paying for electricity, but also for services. This statement alone is an eye-opener. It suggests that customers are entitled to more than just a few hours of electricity per day—they are entitled to proper metering, accurate billing, prompt response to complaints, and adequate communication from service providers. These are not privileges; they are rights that every Nigerian customer should be able to demand.
Some of these rights include:
1. Right to Accurate Metering: Customers should not be subjected to arbitrary ‘estimated billing’ or ‘crazy bills’ as they are colloquially known. They have the right to a proper functioning meter, which will ensure they only pay for what they consume.
2. Right to Timely Service: When a customer lodges a complaint about a faulty meter or power outage, the service provider is obligated to address the issue within a specified time frame.
3. Right to Fair Billing: Customers should not be overcharged for electricity, and any billing disputes should be resolved swiftly.
4. Right to Information: Customers must be informed of any planned power outages, tariff changes, or new regulations that affect their service.
Unfortunately, these rights are often violated with little to no repercussions for the service providers. This is why it is crucial for customers to know their rights so they can take action when those rights are infringed upon.
Holding NERC and Service Providers Accountable
While the lack of awareness among Nigerians is a major issue, it is essential to ask why NERC has not done more to bridge this information gap. Organizing town hall meetings is a step in the right direction, but these events are not regular enough and do not reach enough people. If NERC genuinely intends to make a difference, it must be proactive in creating widespread awareness.
There should be mandatory regulations that require service providers to prominently display customers’ rights in every billing statement, at service centers, and on their websites. In addition, NERC must enforce strict penalties for companies that violate consumer rights. Without such measures, the power companies will continue to operate with impunity, and Nigerians will continue to suffer.
The Role of the Media and Civil Society
The media and civil society organizations (CSOs) have a crucial role to play in ensuring that Nigerians are aware of their rights as electricity consumers. The media should not only report on power sector issues but also educate the public on what they are entitled to. CSOs, on the other hand, can collaborate with NERC to carry out sensitization campaigns, especially in rural areas.
It is only through collective efforts that we can begin to see a change in the power sector. When consumers are aware of their rights, they are more likely to demand accountability, and service providers will have no choice but to improve their operations.
Conclusion: A Call to Action
The current state of the Nigerian electricity sector is not just a technical issue; it is a human rights issue. Every Nigerian has the right to reliable, affordable, and transparent electricity services. For this to become a reality, NERC must do more than just regulate—it must actively engage with the public to educate them on their rights.
Nigerians, too, must take responsibility for becoming informed. By understanding their rights and insisting on them, they can collectively push for a better, more reliable power sector. The power companies will continue to operate with little regard for service quality if customers remain silent. But if we all begin to demand the services we pay for, we can slowly but surely hold these companies accountable.
The time to act is now. If NERC and other stakeholders in the power sector are truly committed to change, then there must be a concerted effort to educate, empower, and protect Nigerian electricity consumers. Only then can we hope to see the light at the end of this long, dark tunnel.
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Reference
Many Nigerians unaware of their rights as electricity customers – NERC Published in Punch