1. A customer can only be disconnected by a DisCo if no amount has been paid by the customer three months after the bill’s payment date.
2. The bill’s payment date must be at least 10 days from the delivery date.
3. A customer can only be disconnected after a DisCo has given a written warning. The disconnection/warning note should contain the delivery date to the address, working telephone number and address of the DisCo where a customer can seek redress.
4. A customer may request a DisCo to disconnect his/her premise and shall not be billed by the DisCo during the period which the customer remains disconnected.
5. Whenever a DisCo disconnects a customer, a written disconnection order is to be left at the premise which must contain the date/time of disconnection, the reason for disconnection, actions to be taken by the customer, address and telephone number of the DisCo.
6. A DisCo shall not disconnect a customer if the amount owed is less than the value of his monthly usage or he has entered into a payment arrangement with the DisCo.
7. A DisCo shall not disconnect a customer where he/she has made a formal complaint concerning the unpaid bill and the complaint remains unresolved.
8. During this period, the consumer shall pay any amount agreed to as reasonable with the DisCo. If no agreement is reached, he/she shall pay an amount equal to the average amount of his/her bill over the period of the previous 12 months.
9. Whenever an address is disconnected for non-payment, and a non-payment bill has been produced, the DisCo shall not bill any additional charges to that address until after it has been reconnected.
10. Any DisCo who disconnects a customer without following the regulations as stated above are liable to pay daily penalties of ₦1,000 per day for residential; ₦1,500 for commercial; ₦2,000 for industrial customers.
Source: NERC Connection and Disconnection Procedures for Electricity Services, 2007 and Meter Reading, Billing, Cash Collections and Credit Management for Electricity Supplies Regulations 2007