Frequently Asked Questions

From the list below choose one of our FAQs topics to read. If you have any question which is not in this section, please contact us.

  

ØI need a pre-paid meter, what do I do?

ØI have not had light for days. Who should I complain to and how can I locate the office?

ØWhat is Fixed Charge and why is it part of the bill?

ØEEDC bills me on estimation and always gives me “crazy” bills even when there is no light, why?

Ø I have a high bill and the payment I made did not reflect in my bill, what do I do? 

ØWhere can I pay my bills?

ØPower supply in our area has become so epileptic, what do we do?

ØIs it the responsibility of customers to provide or repair transformers that are faulty?

ØWhen I applied for meter in your company, I was asked to pay processing fees. What is the processing fee used for?

ØHow do I contact EEDC?

ØMy meter got burnt who do I call?

ØI think my tariff class is wrong what do I do? 

ØMy meter is on but I do no have supply in my house what should I do?

ØI have a meter but my bills are on estimation who do I complain to?

ØMy meter is showing an error code what do I do?

ØMy meter is showing an error9 who do I contact?

ØMy meter is showing an E5 error what do I do?

ØI have a complaint letter who do I submit to?

ØI have the new CAPMI meter, how do I load my token?

ØThere is a falling pole with sagged wires in front of my compound who do I contact?

ØI want to connect supply to my new resident how do I go about it?

ØI will be out of town for a long period of time what do I do to stop the billing?

ØHow do I get reconnected?

ØWho do I contact for illegal activities on your network?

ØCan I pay my bill from any state?

ØI paid my bill at the bank last month and it did not reflect on my bill?

ØCan I transfer my meter?

ØI moved into a new flat with outstanding debts, am I to pay?

ØOur voltage is very high, what do we do?

ØHow much is meter?

ØCan I access my energy usage?

 

 


1. I need a pre-paid meter, what do I do?

Visit your District office as shown on your bill and apply for a pre-paid meter, or fill an application form online on our website. The Pre-paid meters will be made available to you once the process is completed.


2. I have not had light for days. Who should I complain to and how can I locate the office?

Call the hotline phone number of the District shown in your bill. If not satisfied, follow up with a written complaint to the Customer Care Unit (CCU) of your District. To locate the Customer Care Office:

  • Identify the District office as shown on your bill.
  • Call the telephone number of your District for details.


3. What is Fixed Charge and why is it part of the bill?

The fixed charge is a part of a customer’s monthly electricity charge. The fixed charge is intended to allow for the recovery of the costs associated with the fixed or permanent investments (metering & accessories, transformers & accessories and ICT infrastructure) for the efficient supply of power.


4. EEDC bills me on estimation and always gives me “crazy” bills even when there is no light, why?

Before July 2014, energy was randomly allocated to customers without meter thereby giving rise to “crazy” billing. Effective from August 2014, EEDC has implemented the Estimated Billing Methodology as stipulated by NERC. This method ensures that customers of a tariff class without meters are billed with the average consumption of all functional metered customers of the same tariff class, on the same transformer and same feeder. This method is fair, and eliminates “crazy billing” for the unmetered customers.

EEDC is currently planning for mass deployment of energy meters to each and every customer. Once that is done, customers will be billed on metered consumption only.

When there is no supply (light), there will be no consumption and when there is no consumption, there is no energy billed except for the outstanding debts.


5. I have a high bill and the payment I made did not reflect in my bill, what do I do? 

You can call the Customer Care Office to lodge your complaints. The Customer Care officer will then invite you to the office for reconciliation. Reconciliation is a process of justifying the customer’s billing on one hand and payment confirmation on the other. Billing justification entails verifying the energy consumption pattern, correct tariff classification, fixed charge component and vat. Payment confirmation also entails validating the amount paid against the billing. The customer is required to come along with his electricity bills.

 

6. Where can I pay my bills?

You can pay your bills at our District cash offices,  Banks  and Online. For details, click here.


7. Power supply in our area has become so epileptic, what do we do?

Call our Customer Care contact phone number of your District, kindly notify and lodge your complaints there. However, EEDC is currently working on ensuring that her esteemed customers are provided with quality and quantity supply as much as possible. We are deploying more transformers into the system and maintaining our networks.


8. Is it the responsibility of customers to provide or repair transformers that are faulty?

No, it is not the responsibility of our customers to provide or repair transformers. Faulty transformers are to be restored by the EEDC, it is also the responsibility of EEDC to provide transformers. However, where customers wish to partner with EEDC they should come up with such partnership proposal for consideration.  

 

9. When I applied for meter in your company, I was asked to pay processing fees. What is the processing fee used for?

Customers no longer pay for meter or processing fees. However customers seeking new connection would be required to purchase the connection accessories of the right quality and quantity. These quantities are given to them by EEDC but on no account should any customer give any EEDC staff money for whatever reasons.

If any EEDC staff demand for any money under whatever guise that staff should be reported to the Network Manager of the District. 


10. How do I contact EEDC?

EEDC has it’s Headquarters at Enugu, and 18 District Offices covering the South East zone of Nigeria. You may visit any of the locations mentioned.


11. My meter got burnt who do I call?

Please make a formal report in writing and submit to the customer complaint unit at the district as seen your bill or call the hotline of your district to report the issue.


12. I think my tariff class is wrong what do I do?

Kindly contact the customer service officer via the hot line or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. . Please make sure to give your account number and full address to enable us resolve.


13. My meter is on but I do no have supply in my house, what should I do?

This could mean the monitor unit is faulty. Kindly reach us via our hotlines or visit the nearest district to you.


14. I have a meter but my bills are on estimation, who do I complain to?

Kindly contact the customer service officer via our hotlines or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. . Please make sure to give your account number and full address to enable us resolve.


15. My meter is showing an error code what do I do?

This could be caused by low voltage. Kindly hold on for full voltage to be restored.


16. My meter is showing an error9 who do I contact?

This is caused by a cut or loose communication line to the meter. Kindly reach us via our hotlines or visit the nearest district to you.


17. My meter is showing an E5 error what do I do?

This could mean the monitor card is faulty or was not installed properly. Kindly reach us via our hotlines or visit the nearest district to you.


18. I have a complaint letter who do I submit to?

Kindly forward your complaint letter via our email This email address is being protected from spambots. You need JavaScript enabled to view it.  or submit with the customer complaint unit at the district closest to you.


19. I have the new CAPMI meter, how do I load my token?

Please call one of our hotlines for assistance.


20. There is a falling pole with sagged wires in front of my compound who do I contact?

Kindly contact the customer service officer via our hotlines or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. . Please make sure to give your account number and full address to enable us resolve.


21I want to connect supply to my new resident how do I go about it?

Kindly visit the district office closest to the premises to fill & process FORM 74.  You can also access the form online.


22. I will be out of town for a long period of time what do I do to stop the billing?

Kindly contact the customer service officer via our hotlines or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. .please make sure to give your account number and full address to enable us suspend billing.


23. How do I get reconnected?

You will have to settle all outstanding bills (if any) and pay reconnection fee at the district office or at the First Bank designated by EEDC. Please ensure you have the correct account number.


24. Who do I contact for illegal activities on your network?

Please reach us via our Headquarters hotlines.


25. Can I pay my bill from any state?

Yes you can at any of our designated banks, see list below;

Zenith bank

UBA

First bank

Fidelity bank

Standard Chartered bank

Stanbic IBTC Plc

Sterling bank

Keystone bank

Union bank

Jaiz bank

Heritage bank

Enterprise bank

Mainstreet bank


26. I paid my bill at the bank last month and it did not reflect on my bill?

Please return to the bank where payment was made and request for an e-payment receipt, this confirms that the payment was credited to EEDC account.


27. Can I transfer my meter?

No, meters are not transferable as it is the property of EEDC assigned to that property.


28. I moved into a new flat with outstanding debts, am I to pay?

Kindly liaise with your landlord on the settlement of the outstanding debts or visit the district office as seen on your bill for further clarification.


29. Our voltage is very high, what do we do? 

Contact our customer care office and be assured of prompt response.


30. How much is meter?

Meters are free of charge. EEDC install meters at no cost to the customers.


31. Can I access my energy usage?

Yes, you can. With our self service portal on our website customers can view their energy usage/consumption.


HEADQUATERS:

No 62, Okpara Avenue

Enugu,

Enugu State.


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