Services
Consumer Protection & Dispute Resolution
BYERA protects electricity consumers in Bayelsa State by providing a structured framework for complaint handling, dispute resolution, and consumer-focused oversight. Under the Electricity Law, 2025, BYERA is empowered to investigate disputes involving matters regulated by the Agency and to mediate disputes between licensees, with the option to refer matters to arbitration where necessary.
What this service covers in practice
1) Receiving and investigating complaints and disputes
BYERA can investigate disputes relating to any matter it regulates under the Law or other relevant enactments, helping ensure that issues affecting customers and market participants are addressed through a recognized process.
2) Mediation (and escalation where needed)
Where disputes arise especially between licensees, BYERA may mediate to achieve timely resolution, and where necessary refer disputes to arbitration.
3) Consumer service oversight and accountability
Consumer protection is strengthened when operators are held to clear expectations. BYERA’s broader mandate includes enforcing standards on safety, quality, continuity, and reliability of service and ensuring compliance with licence conditions, both of which directly support consumer outcomes.
4) Metering-related consumer protections
BYERA’s functions include metering-related oversight, such as examining/approving meters used for measuring electricity and prescribing accreditation requirements for meter installation, activities that reduce billing disputes and protect consumers from inaccurate metering practices.
Why this service matters
Consumer protection and dispute resolution provide customers and market participants with a trusted mechanism to resolve issues fairly and transparently, reduce service-related conflicts, and improve confidence in the electricity market, while also strengthening compliance and service quality over time.
The service includes but not limited to:
- Investigating disputes on matters regulated by BYERA
- Mediation between licensees and referral to arbitration where necessary
- Consumer service oversight and public engagement