Your Rights as an Electricity Consumer
The Anambra State Electricity Regulatory Commission (ASERC) is committed to protecting the rights of all electricity consumers in Anambra State. We enforce service quality, billing transparency, and fair pricing to ensure you receive reliable electricity and excellent customer service.
As a consumer, you are entitled to safe, reliable, and affordable electricity, clear information about your bills and tariffs, and effective channels to resolve complaints. ASERC provides the regulatory framework to uphold these rights and hold operators accountable where service falls short.
How ASERC Protects Electricity Consumers
ASERC enforces service quality, billing transparency, and fair pricing. Your key protections include:
Right to Accurate Billing
You have the right to accurate billing based on actual consumption. Any estimation pending the installation of a meter must be strictly in accordance with Commission guidelines.
Right to File Complaints
You can file complaints about service quality, billing errors, or any electricity-related issue and receive timely, fair resolution.
Protection from Unlawful Disconnection
You are protected from arbitrary or unlawful disconnection without proper notice, due process, and opportunities to resolve outstanding issues.
Right to Public Participation
You have the right to participate in public hearings on tariff reviews and policy changes that affect electricity services in Anambra State.
Transparent Information
You have the right to clear, accessible information about tariffs, service standards, and regulatory decisions issued by ASERC.
How to File a Complaint
If you have a billing issue, service disruption, or any concern about your electricity service, follow these steps:
Step 1: Contact Your Service Provider
First, report your complaint to your electricity service provider (e.g., distribution company or franchise operator). They should resolve the issue within the timeframe specified by ASERC.
Step 2: Escalate to ASERC
If your complaint is unresolved within the specified timeframe, escalate it to ASERC by completing the Contact Form on our website or sending an email to: info@aserc.anambrastate.gov.ng.
Step 3: ASERC Investigation
ASERC will review your complaint, investigate the matter, and work to resolve it promptly. We will communicate with you throughout the process and may request additional information.
Step 4: Resolution
ASERC will issue a decision or order to resolve the complaint. Where necessary, we can conduct hearings, mediate disputes, or take enforcement action against non-compliant operators.
Common Consumer Issues
Billing & Metering
- Overbilling or incorrect charges
- Estimated billing instead of meter reading
- Defective or tampered meters
- Delayed meter installation
- Unexplained tariff increases
Service Quality
- Frequent or prolonged power outages
- Low voltage or voltage fluctuations
- Poor response to fault reports
- Inadequate customer service
- Delayed reconnection after payment
Disconnection Issues
- Disconnection without proper notice
- Disconnection despite payment
- Disconnection for disputed bills
- Refusal to reconnect after resolving issues
If you experience any of these issues, ASERC is here to help. Your complaint will be treated with urgency and confidentiality.
Dispute Resolution Process
Pursuant to Section 82 of the Anambra State Electricity Law, 2025, ASERC is required to take steps to facilitate the amicable and expeditious resolution of electricity market disputes.
ASERC’s dispute resolution mechanisms include:
Mediation
Informal, facilitated discussions between parties to reach mutual agreement, especially in consumer/operator disputes.
Public Hearings
Formal proceedings where evidence is presented and decisions are issued in the public interest.
Arbitration
Binding resolution by an independent arbitrator appointed or recognized by ASERC for complex disputes.
Enforcement Orders
Directives issued by ASERC to compel compliance or remedy violations, including sanctions where necessary.
Detailed procedures for dispute resolution will be published on our website as ASERC develops its operational frameworks.
Consumer Education & Awareness
ASERC is committed to promoting consumer awareness and education about electricity services, rights, and responsibilities.
We provide information on:
- Understanding your electricity bill and tariff structure
- Energy conservation and efficiency tips
- Electrical safety in homes and businesses
- Your rights and how to exercise them
- How to identify and report electricity theft
- Updates on tariff reviews and regulatory changes
Stay informed by visiting our News & Updates section or subscribing to our newsletter through the ASERC website.
Safety and Theft Reporting
Electrical Safety
Report dangerous electrical installations, exposed wires, or safety hazards immediately to your service provider and ASERC. Public safety is our priority, and unsafe installations will be investigated and addressed.
Electricity Theft
Electricity theft is a serious offense under Sections 55 to 57 of the Anambra State Electricity Law, 2025. Offenses include:
- Meter tampering or bypass
- Illegal connections or tapping
- Theft of electrical materials or infrastructure
If you witness or suspect electricity theft, report it to ASERC or your service provider. All reports are treated confidentially.
Need Help?
If you have questions or need assistance with an electricity-related issue, ASERC is here to help.