Frequently Asked Questions

Kaduna Electricity Distribution Company (Kaduna Electric) serves four franchise states in Nigeria: Kaduna, Kebbi, Sokoto, and Zamfara. We operate through multiple area offices and business units across these states to ensure reliable electricity distribution to all our customers.

Our Head Office is located at No. 1 Katsina Road, Kaduna, Nigeria. We also have area offices and customer touchpoint offices across Kaduna, Kebbi, Sokoto, and Zamfara states. Visit our Area Offices page for detailed locations and contact information.

Our offices are open Monday to Friday from 8:00 AM to 4:00 PM. However, our customer care hotline is available 24/7 for emergency support and outage reporting. You can reach us at 0803 123 4567 or 0805 987 6543.

You can reach us through multiple channels: our 24/7 customer service hotline, email at info@kadelectric.ng, or by visiting any of our customer touchpoint offices. We also have a complaint resolution system accessible through our website.

Our Quality, Health, Safety & Environment (QHSE) policy is built on four core commitments: Customer Delight, Risk Mitigation, Environmental Stewardship, and Regulatory Compliance. We integrate QHSE management into our daily business processes and continuously review our performance to ensure the highest standards of safety and quality.

Kaduna Electric offers multiple convenient payment channels: Debit/Credit Card, Bank Transfer, USSD, Mobile Money, POS Terminals, QR Code, Prepaid Meters, and our Online Portal. Pay for electricity however and whenever you want — no queues, no stress.

You can purchase prepaid electricity tokens through our website's Quick Vend feature, mobile apps, USSD codes, authorized vendor outlets, bank branches, or POS terminals. Simply enter your meter number and the amount you wish to purchase, then complete payment through your preferred channel.

Kaduna Electric operates on NERC-approved multi-year tariff bands from Band A to Band E. Band A customers (minimum 20 hours daily supply) pay ₦209.50/kWh. Band B (16 hours) pay ₦62.63/kWh. Band C (12 hours) pay ₦51.12/kWh. Band D (8 hours) and Band E (4 hours) pay ₦35.41/kWh for Non-MD customers. Visit our Tariff Information page for detailed rates across all categories.

Non-MD (Non Maximum Demand) applies to residential and small commercial customers. MD 1 (Maximum Demand 1) applies to medium commercial and industrial customers. MD 2 (Maximum Demand 2) applies to large commercial and industrial customers. The tariff rates may differ slightly across these categories within each band.

All unmetered customers are billed strictly based on NERC's estimated billing methodology. The estimation takes into account factors such as the type of premises, appliance load assessment, and the applicable tariff band. We encourage all customers to get metered for accurate billing through our Meter Asset Provider (MAP) program.

Yes, all customers have the right to a refund when overbilled. If you believe you have been overbilled, file a complaint through our customer service channels. Your complaint will be investigated promptly, and any overpayment will be credited to your account or refunded.

New connections follow the Meter Asset Provider (MAP) process: 1) Submit a Meter Request form on our website or at any Kaduna Electric office. 2) A Pre-Installation Survey will be conducted at your premises. 3) Settle any outstanding debts or agree on a repayment plan. 4) Make the meter payment into the designated MAP bank account. 5) Your meter will be installed within 10 working days of confirmed payment.

You'll need: a completed MAP registration form, valid means of identification (National ID, Voter's Card, or International Passport), proof of ownership or tenancy of the premises, and evidence of building approval/completion. Customers are advised to read the Terms and Conditions before proceeding with registration.

Once your payment is confirmed and all documentation is in order, your meter will be installed within 10 working days. A Kaduna Electric technician will visit your premises to carry out the installation and ensure everything is properly configured.

To upgrade to a prepaid meter, visit any Kaduna Electric office or apply through our website's Prepaid Meter Upgrade page. You'll need your current account number, a valid ID, and to settle any outstanding balance. The upgrade process follows similar steps to a new connection through the MAP program.

If your meter is malfunctioning, report it immediately to your nearest Kaduna Electric office or through our customer care hotline. Do not attempt to repair or tamper with the meter yourself. A qualified technician will be dispatched to assess and resolve the issue. You have the right to a properly installed and functional meter at all times.

You can report outages through our 24/7 customer service hotline at 0803 123 4567 or 0805 987 6543, through our website, or by visiting your nearest customer touchpoint office. Please provide your account number and location details when reporting.

Yes, Kaduna Electric provides planned outage notifications in advance. Our Network Operations team manages outage schedules and communicates them through various channels so customers can plan accordingly. We also provide real-time outage updates when unplanned outages occur.

Your supply band is determined by the average hours of electricity supply available in your area. Band A receives a minimum of 20 hours daily supply, Band B receives 16 hours, Band C receives 12 hours, Band D receives 8 hours, and Band E receives 4 hours. These bands are set by NERC based on supply infrastructure and availability.

Yes, it is your right to be notified in writing ahead of any disconnection of electricity service. Kaduna Electric follows NERC's guidelines on disconnection procedures, which require prior written notice to the customer before any disconnection action is taken.

As a customer, you have rights to: safe and reliable electricity supply, a properly installed and functional meter, transparent billing, written disconnection notice, refund on overbilling, filing and investigating complaints, and proper information and education on electricity services. These rights are protected by NERC regulations.

Complaints can be filed through our customer care hotline, email, website complaint form, or in person at any Kaduna Electric office. All complaints will be acknowledged and promptly investigated. If your complaint is not resolved to your satisfaction, you may escalate to the NERC Forum Office.

If your complaint is not satisfactorily resolved by Kaduna Electric, you can escalate to the NERC Forum Office. NERC (Nigerian Electricity Regulatory Commission) oversees all electricity distribution companies and can intervene on customer complaints. Contact details for the NERC Forum Office are available on the NERC website.

Customers have obligations including: paying electricity bills promptly, providing accurate account information, allowing authorized Kaduna Electric staff access to meters for readings, not tampering with meters or electrical installations, reporting illegal connections, and notifying Kaduna Electric of any change in premises or contact information.

Stay at least 10 meters away from any fallen power line and warn others to keep their distance. Do not touch the wire or any object in contact with it. Call Kaduna Electric's emergency line immediately at 0803 123 4567. Do not attempt to move the wire yourself — always treat fallen wires as live and dangerous.

Key fire safety tips include: avoid overloading electrical outlets, regularly inspect wiring and electrical appliances, use certified electrical products, keep flammable materials away from electrical equipment, install working smoke detectors, and never use water to extinguish an electrical fire — use a dry chemical fire extinguisher instead. Visit our Fire Safety Tips page for comprehensive guidelines.

Yes, meter tampering is a criminal offence under Nigerian law. It includes bypassing the meter, breaking meter seals, altering meter readings, or any unauthorized interference with the metering equipment. Offenders may face prosecution, disconnection, and will be required to pay for any estimated energy consumed during the period of tampering.

Kaduna Electric maintains designated rights of way for power lines and electrical infrastructure. Construction or activity within these zones requires prior approval. Building structures too close to power lines poses serious safety risks and may result in demolition orders. Contact our Technical Services team for guidance on right-of-way clearance requirements.