Under the Customer Complaints Handling: Standards and Procedures Regulation, each Distribution Licensee, shall establish a Customer Complaints Units (CCU) within its premises and other locations within its area of operation. The CCU shall be the ffirst point for all customer complaints.
Any customer dissatisfied with the outcome of the handling of his complaint(s) by the Customer Compliants Unit or encounters delay/failure in the handling of such complaints may refer his complaint(s) to the Consumer Forum.
in addition, where the Distribution Licencee and the customer are unable to agree on a resolution to a compliant, either party may refer the compliant to the forum.
The membership of the forum is as follows:
One representative of Industrial Customers to be nominated by the Manufacturers’ Association of Nigeria.
One representative of Commercial Customers to be nominated by the Nigerian Association of Chambers of Commerce, Industry, Mining and Agriculture.
One representative of Household Customers to be nominated by the Consumer Protection Council.
One representative of an NGO based in the Distribution Licensee’s operating area nominated by the commission.
One nominee based in the Distribution Licensee’s operating area who has an electrical engineering background nominated by the commission.