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FAQ

Are you having a challenge with your meter being read?

Please log a complaint on our Web Self Care portal or visit the nearest EKEDP District to make your complaint. A resource person will be assigned to investigate your complaint you Your meter may be aged, not accessible, or its integrity in doubt due to tampering and you will be advised accordingly.

What do I do when my meter Faulty?

Kindly log a complaint through our Web Self Care portal or visit our EKEDP District office closest to you. A resource person will be sent to investigate and we will update you on our findings.

Why do I still receive Bill estimates when I have an installed meter available?

Kindly log a complaint through our Web Self Care portal or visit closest EKEDP office close to you. Your complaint will be looked into and a resource person assigned to resolve the issue. If you have your meter just recently installed, you are possibly receiving your last bill before the installation of the meter.

Why do I receive high estimated bills?

Please make your complaint on our Web Self Care portal or visit the closest EKEDP District office close to you. Your case will be investigated and a load inventory of your electrical appliances taken to ascertain your consumption to rectify the issue which is raised. We advise you to take advantage of our CAPMI scheme to procure a Prepaid meter.

My meter has been stolen. What do I do?

Please make a complaint through our Web Self Care portal or the closest EKEDP District office to you for this to be investigated. You will be required to provide your meter number so as to block any further transaction on the meter after a conclusive investigation.

Why have I not been re-connected after payment of re-connection fees?

We apologize for delay in re-connection. Kindly make your complaint on our Web Self Care portal or visit the closest EKEDP District office to you. A resource person will be assigned to reconnect you once you tender your proof of payment at the closest EKEDP office to you.

Why have my bills not been delivered for a month or more?

We apologize for the inconsistency. Please make a complaint on our Web Self Care portal to enable us provide the outstanding bills to you.

A wrong bill been sent to your address, what do I do?

We apologize for the mix up. Kindly make a complaint through our Web Self Care portal or visit the EKEDP District office close to you. A resource person will be sent to retrieve the bill and deliver the correct bill after investigation.

What do I do when I am moving in or out of an apartment?

The Customer moving out of an apartment should pay all outstanding bills before moving out of an apartment. The Customer moving in should get a status of the electricity bill account to ensure that there is no outstanding bill before moving in.

What do I do when I am travelling and require an account suspension?

Considering the NERC policy regarding fixed charges, there is no fear of accumulating charges on your account in your absence. However, it is very important that you notify us, so as to place your account on suspension. Kindly visit our Webs Self Care portal or visit the nearest EKEDP office to make your request so that we can place your account on suspension.

What do I do? I met accumulated charges on taking over an apartment.

Customer is advised to liaise with the landlord to offset the accumulated bill.

Why do I have multiple bills delivered to me?

Kindly make a complaint through our Web Self Care portal or visit the EKEDP District office closest to you. A resource person will be sent to investigate and rectify the issue.

Why is token not given after payment through the web?

Please make a complaint through our Web Self Care portal or visit the EKEDP District office closest to you. Kindly furnish us with your meter number and payment detail i.e amount paid, date of payment, channel of payment. Your complaint will be verified by EKEDP accounts and once confirmed, a token will be released to you.

Why is my bill payment not credited to my account?

Kindly making a complaint on our Web Self Care portal or make available your proof of payment to our Customer care unit and your next bill will be credited after verification.

How and where can I pay bills or buy tokens?

There are various options: POS through our channel agents, Web Self Care portal, ATM, EKEDP Cash offices, Branch of any bank, Recharge cards, Mobile apps. Kindly refer to our list of accredited Channel partners and EKEDP Cash Office addresses on our Web site for your convenience.

Why do I have different information on my bill or when I buy token?

This should not deter you from using the token generated at payment. However, you should make a complaint through our Web Self Care portal or EKEDP District office to rectify this issue.

Why do I get extra charges when payment is made through POS, Web Self Service or E-Tranzact?

Please note that there are stipulated charges for using the different platforms for payment and the extra charges are by no means charges for your electricity consumption.

What is the cost of meters?

The cost of meters is as follows:

  • Single Phase Meter – N39,375.00
  • 3 Phase Meter – N68,901.00

How do I apply for a meter on Web Self Service Portal?

Kindly register on our Web Self Care portal. Go to Order a meter. You will be asked to fill an application form to order a meter, submit and we will get back to you.

Is analogue meter still in use?

Analogue meters are still in use so long as their integrity is not in doubt but note that it is being phased out gradually hence not available for purchase. We suggest that you have a prepaid meter so that you can pay as you go. Kindly visit our Web Self Care portal to order a prepaid meter. Or visit any of our offices closest to you.

How can I apply for meters (Key Customer Group)?

Kindly register on our Web Self Care portal to make your request. A customer care Representative will get back to you on the requirements for an MD meter.

Are meters available?

Yes. Meters are available. We suggest that you have a prepaid meter so that you can pay as you go. Kindly visit our Web Self Care portal to order a prepaid meter or visit an EKEDP office closest to you to apply for one.

Can a meter be relocated to another premise?

No. By the policy of the company (EKEDP), meters cannot be transferred from one location to another.

I have not had power supply for a number of days. What can I do?

We do apologize. Our resource engineers will look into it. Kindly make a complaint through our Web Self Care or visit the nearest EKEDP office close to you to make your complaint.

My transformer faulty. What do I do?

Please visit our Web Self Care portal to make your complaint or visit the nearest EKEDP office close to you. A resource will be assigned to look into the issue.

What do I do during transformer Blast?

Please kindly visit our Web Self Care portal to log your complaint or visit our offices closest to you. A resource will be assigned to look into the issue and we will get back to you.

I am experiencing low voltage What do i do?

Please visit our Web Self Care portal to make your complaint or visit the EKEDP office closest to you. A resource will be assigned to look into the issue.

What do I do when I experience high voltage?

Please visit our Web Self Care portal to log your complaint or visit our offices closest to you. A resource will be assigned to look into the issue.

Why have I been asked to contribute to the repairs?

This is not part of our company policy. No customer is expected to contribute to the repairs or replacement of our equipment or installations. Kindly make a complaint through our Web Self Care or visit the closest EKEDP office close to you. The incident will be given due attention.

What do I do when I witness cable vandalism?

Kindly report the fraud through our Web Self Care portal or visit the EKEDP office closest to you to make a complaint. Our team will investigate the incidence for resolution.

What do I do when I witness fallen poles?

Kindly report the hazard through our Web Self Care portal or visit the EKEDP office closest to you to make a complaint. Our team will be assigned to resolve the issue.

What do I do when I witness fallen overhead lines?

Kindly report the hazard through our Web Self Care portal or visit the EKEDP office closest to you to make a complaint. Our team will be assigned to resolve the issue.

Why do I experience a power outage while other customers using same transformer have power supply?

Kindly make a complaint through our Web Self Care portal or visit any EKEDP offices close to you to report the fault. The fault will be investigated and resolved by our resource team.

Why do I receive bills with the wrong name or address?

Kindly visit our Customer Care offices closest to you to make a complaint. You will be required to provide a verifiable document to validate your request.

Is Pre-paid meter free as announced by NERC?

NERC has made meters available to all through the CAPMI – Credit Advance Payment Metering Implementation Scheme. So you can procure a prepaid meter through this program. The cost of the meter will be refunded to the customer over time.

What Account information is most relevant for use in transactions?

For the Prepaid customer, meter number should be obtained while account number is most important for the Post- paid customer.