…Alleges “wrongful, coercive, excess collection of payments for electricity.”
by Achadu Gabriel, Kaduna
A Kaduna-based Human Rights Organization has written a strongly-worded complaint against Kaduna Electricity Distribution Company (KAEDCO), raising alarm of alleged violations of customers’ rights and regulatory obligations by the company.
Eagle Brain Human Rights Organization, a civil society organization dedicated to promoting transparency, accountability, and the rule of law in Nigeria, raised the alarm in its letter, Ref: EBHRO/KED/Complaint/001/2026.
In the complaints letter, signed and made available to newsmen Tuesday night in Kaduna by its Executive Director, Com. Daniel Ejembi, he explained that the alarm is based on the formal wider-angle of complaints received from the customers against the company.
Entitled, ‘Formal complaint and demand for immediate explanation, cessation and remedial actions regarding systemic violations of customers’ rights and regulatory obligations,’ the letter also accused KAEDCO of alleged customers’ rights violations.
It stated: “Our organization has received numerous complaints from customers across your franchise area, corroborated by documentary evidence and firsthand accounts, highlighting exploitative practices.”
The body in a complaints letter addressed to the Chairman and Board of Directors, Kaduna Electricity Distribution Company (Kaduna Electric), stated that, “It submits this formal complaint and demand for immediate explanation on behalf of thousands of affected electricity customers within the Kaduna Electric franchise area.”
The complaints letter addressed a number of persistent and multi-faceted pattern of grave violations of consumers’ rights and regulatory standards, including “Wrongful and coercive collection of payments for electricity meters that were officially declared to be provided free-of-charge under government policy and NERC directives;
Other complaints include: “Unjust and excessive billing arising from deliberate or negligent misclassification of customers into incorrect tariff bands that do not reflect actual hours of electricity supply received.
“Arbitrary and unilateral upward review of agreed monthly debt repayment amounts (from the agreed ₦1,000.00 to between ₦3,000.00 and ₦33,000.00) without any prior notice, consultation, justification or regulatory approval;
“Unfair and illegal practice of compelling customers to bear the full cost of replacing burnt or damaged electricity meters caused by transformer faults, line surges or other failures attributable to the Distribution Company’s network,” the body stated.
According to the rights organization, these actions constituted serious breaches of the laws and regulations of Nigerian Electricity Regulatory Commission (NERC).
It added that, “These actions violated Orders and Regulations, including Order on Structured Replacement of Faulty and Obsolete End-use Customer Meters (free replacement where fault is not customer-induced).”
Other violations listed include: “Service Reflective Tariff (SRT)/Service-Based Tariff (SBT) framework (mandatory alignment of billing bands with actual supply hours and automatic compensation/downgrade for failure).
“Customer Protection Regulations (CPR) 2023 (transparency, accurate billing, prior notification of changes, right to contest bills); Order on Capping of Estimated Bills (prohibition of arbitrary increases).
“Electricity Act 2023* (Sections 46, 48, 94 – fair metering, transparent billing, Disco responsibility for network maintenance and prohibition of cost-shifting to consumers).
“Federal Competition and Consumer Protection Act (FCCPA) 2018 (Sections 124, 155 and Part XV – prohibition of coercion, unfair practices, harassment, discrimination, and imposition of costs for provider faults; right to safe and fair services),” it added.
The letter notes that the above practices have caused widespread financial hardship, confusion, and loss of confidence in the electricity distribution system, particularly among low-income households already struggling with economic realities.
The body, therefore, demanded that Kaduna Electricity Distribution Company, within fourteen (14) days of receipt of this letter, provide a detailed written explanation and documentary evidence justifying each of the above practices and demonstrating full compliance with the cited laws and regulations.
It also demanded for immediately refund, with interest (at the prevailing Central Bank of Nigeria Monetary Policy Rate), all monies unlawfully collected from customers for meters since 2015.
“Conduct an urgent, independent audit (copy to be forwarded to this organization and NERC) and correct all misclassified tariff bands to accurately reflect actual supply hours, with immediate refunds and compensation for over-billing.
“Reverse all unjust and excessive bills issued due to incorrect band classification and issue appropriate credit notes/refunds.
“Furnish a clear explanation of the basis, internal approval process, and regulatory consultation (if any) for the unilateral increase in debt repayment amounts.
“Immediately reverse the upwardly reviewed debt repayment amounts to the originally agreed ₦1,000.00 pending proper, transparent notification, customer consent (where applicable), and NERC approval.
“Commence immediate free replacement of all electricity meters damaged or burnt due to network/transformer faults or line surges, at no cost to customers.
“Refund, with interest, all monies already paid by customers for the replacement of such burnt meters.
“Issue a public, clear and comprehensive communication (via bills, website, social media, radio and print) to all customers explaining their rights under NERC regulations and FCCPA, as well as Kaduna Electric’s corresponding obligations.
“Establish and publicize an independent, accessible customer complaint resolution mechanism, subject to monitoring by NERC and FCCPC,” it stated.
The HRO also warned that, “Should Kaduna Electric fail to fully comply with the above demands within the stipulated 14-day period, this organization will have no option but to institute legal proceedings in the appropriate court(s) seeking declarations, injunctions, damages, refunds and punitive sanctions.
It also vowed to “Petition the Nigerian Electricity Regulatory Commission (NERC), Federal Competition and Consumer Protection Commission (FCCPC), Economic and Financial Crimes Commission (EFCC), Independent Corrupt Practices and Other Related Offences Commission (ICPC), and other relevant anti-corruption and law enforcement agencies for investigation into possible corrupt enrichment, abuse of office and systematic exploitation of consumers.
“Mobilize affected customers and escalate the matter through public advocacy and international human rights reporting mechanisms,” it added.
The body said it remained open to constructive dialogue and urgent resolution of these matters, in the interest of justice and public welfare, in a complaints letter copied 12 relevant institutions, including Chairman, Nigerian Electricity Regulatory Commission (NERC), Abuja, and media organizations.