Ikeja Electric payment complains. Frequently Asked Questions

Most customers of Ikeja Electric make different complaints regarding issues relating to bills payment. Some of the questions include the following:

Why is my bill high?

Most Ikeja electricity customers complain about the old NEPA bill that was issued on their account. Some of these customers now have prepaid meters while others are still on the old postpaid meters and some customers are still without meters.

Most of the errors with the electricity bills are mainly because the bills were estimated. For customers with a postpaid meter, when the bills are not paid when due, the bills are transferred to their new prepaid meters when they eventually get one. Customers can make complaints about the bills by contacting Ikeja Electric via email.

Customers who contacted Ikeja Electric and are not happy with the resolution they can contact the Nigerian electricity regulation commission for redress. (https://www.nercng.org/index.php/home/consumers/how-do-i-make-a-complaint)

When customers are unable to resolve the payment complain, they are unable to buy electricity. Ikeja Electric requires all customers to pay any outstanding bill before they can recharge online.

For customers with the old postpaid meter formally paying NEPA bills, the power line will be disconnected and hence they will no longer be supplied with electricity.

 I made payment and it has not reflected in my account

Most customers complain when they make payment and the payment does not reflect on their account. Depending on how customers make the payment, they can make their complaint to the right channel using the following links.

A). For payments made through the Ikeja Electric platform all complains should be channeled to customercare@ikejaelectric.com

B). For payments made through the bank in favor of Ikeja Electric, customers are advised to scan the NEPA bill and the bank deposit slip and both document should be sent to customercare@ikejaelectric.com

C). For complaints when you buy electricity on comparelight.com customers can call the customer service care line on +2348174735017 or contact us on WhatsApp.

D). Other payments on other platforms should be channeled to their customer care service unit.

I am a new tenant and I did not incur the outstanding bill

Meters are assigned to properties and when customers move home and did not carry out the due diligence of checking if the meter account is clean i.e without an outstanding bill, they tend to be reluctant in making such payment.

Customers are advised to negotiate with their landlords on ways to settle the bill. Ikeja Electric will not write off outstanding bills. So customers that are unable to resolve such payments with their landlords are advised to move home. Comparelight customers can check their meter details here if they have the meter number for the new home.

Where can I buy electricity?

Ikeja Electric customers can buy electricity or pay NEPA bills online by going to comparelight.com

I cannot recharge my meter online.

Some customers are unable to buy electricity online because they have the old PHCN meter. If you have the old PHCN meter, you will have to take your smart card to any Ikeja Electric payment points  This is because the payment will have to be loaded on your smart card which you will then have to insert into your meter.

How do I pay for a new prepaid meter?

For customers without prepaid meters, they can buy one by visiting map.ikejaelectric.com. The meters are supplied by the varied Meter Asset Provider  While customers without meters can make a fresh connection application by here http://www.ikejaelectric.com/request-new-connection/ 

How much is a new prepaid meter?

Customers complain about how much they have to pay so they can acquire a prepaid meter. According to Ikeja Electric, payment for a MAP prepaid meter can be made outrightly or in installment. The cost of a single phase prepaid meter is ₦38, 850 while a three-phase prepaid meter costs ₦70,350. 

Who are the meter asset providers?

Nigerian Electricity Regulatory commission issued permits on 5th April 2019, AEDC appointed Mojec International Limited, Meron Consortium and Turbo Engineering Limited to provide 487,000, 213,000 and 200,000 meters respectively. while JEDC appointed the Triple 7 and Mojec International Limited consortium to provide 500,000 meters.

Mojec International Limited- (399,790 meters), Consolidated Infrastructure Group Ltd- (397,922 meters) and New Hamshire Capital Ltd-(276,699 meters) respectively within the Ikeja Disco , While Benin Disco has appointed FLT Energy System Ltd, G-Unit Engineering Ltd, Inlaks Power Solution Ltd, Sabrud Consortium Nigeria Ltd and Turbo Energy Ltd to provide meters within its franchise.
Read More at (https://www.nercng.org/index.php/media-library/press-releases/590-nerc-issues-permits-to-meter-asset-providers-map)

How do I pay for a reconnection fee?

You will need to settle your outstanding bill and pay the reconnection fee to a designated Zenith Bank  ccount of your business unit. Account Details will be provided at your business unit.

What is my tariff?

For Ikeja electric tariff click here

I was deducted during my first recharge. Why?

The first deduction during your first recharge is always for the 100 unit that was on the prepaid meter when it was installed by Ikeja Electric. The amount deducted will depend on your tariff and area classification.

I recharged and did not get a token.

For all Ikeja electric payment carried out on comparelight.com, Please contact customer care on +2348174735017 or send an email to info@comparelight.com

For all other payment, platforms contact Ikeja electric directly.

I need my utility bill

All comparelight.com customer can request for a utility bill for a proof of address purpose by sending a mail to info@comparelight.com please remember to include your meter number and name.

Why am I paying service charges?

Service charges are requested by the payment gateway to process the exchange of money through your bank and our platform. For customers trying to avoid the service charge, please send your recharge request to our WhatsApp handle.

My token is not loading.

If your token is not loading please call Ikeja electric customer care unit for assistance.

How much is my outstanding bill?

To check the outstanding bill on your account, sign into your comparelight.com account and click “check my meter details” It is advisable to always do this before recharging your meter.

Can I buy electricity for another meter on my account?

Yes. As a customer, you can buy electricity for another customer by simply changing your meter number in your profile to that of the other customer.

I cannot recharge my meter online.

Some old PHCN meters cannot be recharged online, to confirm if you have such a meter please contact our customer service unit.

Can I recharge my meter with electricity voucher?

Yes. You can recharge your meter with any Ikeja electric voucher. To do this, Kindly contact our customer service team

I want installment payment for my old NEPA bills

You can arrange installment payment with Ikeja electric. Kindly visit the nearest Ikeja Electric business unit or send an e-mail to customercare@ikejalectric.com