How do I make a complaint?

Contact Us

For further information please contact:
Customer Complaints Unit, NERC
Tel: 09 462 1414 & 09 462 1424

How do I make a complaint?

Click on the outlined steps for more information.

Click here  if your complaint is related to estimated billing; if not follow the steps below:

STEP 1 - DisCOs’ Customer Complaints Units (CCU)

When an electricity Customer wants to make a complaint, the first point of call shall be the Customer Complaints Unit (CCU) of the Distribution Company responsible for supplying electricity to the area.

Click Here to Contact Your DisCo

STEP 2 - NERC Consumer Forum

Any customer dissatisfied with the outcome of the handling of his complaint(s) by the CCU or encounters delay/failure in the handling of such complaints may refer his complaint(s) to the NERC Consumer Forum.

Click here to find the location of NERC Consumer Forum Offices


If either party (Customer or DisCo) is dissatisfied with the decision of the NERC Consumer Forum. A petition may then be submitted to the Commission.

See: Petitions, Hearings & Dispute Resolutions

The Customer Complaints redress mechanism of the Commission is governed by the following regulations:

     1.    Customer Service Standards of Performance for Distribution Companies
     2.    Customer Complaints Handling Standards & Procedures
     3.    Connection & Disconnection procedures for Electricity Services
     4.    Meter Reading, Cash Collections & Credit Management for Electricity supply

Click here to know your Rights and Obligation as an Electricity Customer