How can we help?

How does NEPATrack monitor my feeder?

NEPATrack uses small sentinel devices installed at member premises. Each device detects whether mains power is present and sends timestamped events to our servers over a mobile data connection. We aggregate readings from multiple devices on the same feeder to produce accurate, street-level supply-hour records.

How do I know if my feeder is Band A?

Your band is assigned by your DisCo and should appear on your electricity bill or connection agreement. Band A customers are supposed to receive at least 20 hours of supply per day. If you are unsure, search for your feeder on the Feeders page — band information is shown where available. You can also contact your DisCo customer service centre.

How do I file a compensation claim?

Once you are signed in, open your dashboard and navigate to Claims. NEPATrack will automatically compare your feeder's recorded supply hours against the NERC monthly energy cap for your band. If your billed kWh exceeds the cap, the platform generates a pre-filled complaint evidence pack that you can download and submit to your DisCo or directly to NERC.

What happens if my feeder is not in the database?

Use the "Request a feeder" option on the Feeders page. Provide the feeder name, your DisCo, and your area. Our team reviews requests weekly. Once a feeder is confirmed and a sentinel device is installed nearby, it will appear on the platform. You can also submit a crowdsourced power report for your area in the meantime.

How do I cancel my subscription?

You can cancel any time from your Profile page under Subscription. Cancellation takes effect at the end of your current billing period — you will retain access to paid features until then. If you cancel within 7 days of your first charge and have not used the claim-generation features, you are entitled to a full refund. Email support@nepatrack.com to request it.

Is my data secure?

Yes. All data is transmitted over TLS and stored with row-level security enabled on every table. Your phone number is never shared publicly — it is used only to deliver OTP codes and platform notifications via Termii. Payment data is handled exclusively by Paystack and never stored on our servers. See our Privacy Policy for full details.