If you are experiencing poor electricity service in Imo State, you have rights — and there is now a clear process to assert them.
One of the most important changes brought about by the establishment of the Imo State Electricity Regulatory Commission (ISERC) is the creation of a formal, accessible mechanism for electricity consumers to raise complaints and seek resolution. Many Imo residents are unaware that they can now escalate electricity-related grievances to a state-level authority. This guide walks you through what you can complain about, and how to do it.
What Kinds of Issues Can You Complain About?
ISERC’s consumer protection mandate covers a wide range of electricity service issues, including prolonged or unexplained power outages, estimated billing disputes and arbitrary charges, safety hazards posed by electrical infrastructure, illegal disconnection of supply, poor response from service providers, and denial of connection to available electricity supply. If you are experiencing any of these issues and have not received a satisfactory response from your electricity service provider, ISERC is your next point of call.
Step 1 — Contact Your Service Provider First
Before escalating to ISERC, you are expected to have first raised your complaint directly with the electricity service provider responsible for your supply. Document this — keep records of any complaints you have submitted, the dates, and any responses received. Regulatory best practice requires that consumers give their service provider a reasonable opportunity to resolve the issue before involving the regulator.
Step 2 — Gather Your Documentation
When you approach ISERC, bring as much supporting information as possible. This includes your electricity account number or meter number, copies of bills or receipts where relevant, records of communications with your provider, and a clear written description of the issue and how long it has been ongoing. The more specific your complaint, the more effectively ISERC can investigate and respond.
Step 3 — Submit Your Complaint to ISERC
You can reach ISERC through the following channels: by email at info@iserc.com.ng, by phone at +234 803 343 7594, or in person at Electricity House, Concorde Boulevard, New Owerri. When submitting your complaint, provide your full name, contact details, account information, and a clear description of the issue. A formal written complaint — even a simple letter or email — is preferable to a verbal complaint, as it creates a record.
Step 4 — Follow Up
Once your complaint is received, ISERC will acknowledge it and begin a review process. You are entitled to follow up on the status of your complaint if you do not hear back within a reasonable timeframe. ISERC’s Consumer Affairs Department is responsible for handling these matters and ensuring that complaints are resolved in line with applicable regulations.
Your Rights as a Consumer
Under the Imo State Electricity Reforms Law 2024, electricity consumers in the state have the right to safe and reliable supply, transparent billing, timely response to complaints, and protection from arbitrary disconnection. ISERC exists, in part, to ensure these rights are upheld. Do not hesitate to use this process — it is there for you.
