TANESCO unveils new customer service reforms

DAR ES SALAAM: TANZANIA Electric Supply Company Limited (TANESCO) has shortened the period for connecting new electricity customers, with some areas now receiving the service within 12 days.

TANESCO Managing Director, Mr Lazaro Twange, said previously customers could wait between 30 and 90 days to be connected, depending on distance, but the period had now been reduced to 12 days in some areas and between 40 and 60 days depending on distance.

He said the improvement was part of measures to strengthen customer services and ensure customers received services more efficiently.

Mr Twange said the utility had launched an updated Customer Service Charter, Twiga AI Chatbot, Twiga Premium Customer Portal, Premium Customers Toll-Free Service and Premium Customer Service Section.

Speaking in Dar es Salaam yesterday during the event to launch the new products, he said the renewed customer service charter would be available on TANESCO’s website to enable customers to understand their rights and the services they should expect, among other things.

“The charter will help us to communicate with customers digitally, reduce the time customers wait to be connected to electricity and improve the services we provide,” he said.

Mr Twange said TANESCO had also increased engagement with customers through WhatsApp groups and social media platforms.

“This has helped us to be closer to our customers,” he said. He said the Twiga AI Chatbot would enable customers to seek information and assistance from TANESCO from wherever they were.

Mr Twange said the launch took place during Customer Service Week, when TANESCO joined other service providers around the world to appreciate customers, listen to their concerns and inform them about developments within the company.

The theme for TANESCO’s Customer Service Week is “Going Extra Mile.”

He further said the utility had also undertaken several projects during the past year to improve electricity services.

Mr Twange said a solar power project had started generating electricity and feeding it into the national grid, while the electricity transmission project from Chalinze to Dodoma had been completed.

He said TANESCO had also introduced an initiative to promote clean cooking by enabling customers to acquire electric cooking appliances through loans and repay the cost gradually.

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“We are now going to distribute one million electric cooking appliances and enable customers to pay for them gradually,” he said.

Mr Twange added that TANESCO had started supporting the use of electric vehicles and was constructing charging stations, with one station already available in Dodoma.

Energy Minister, Dr Juma Homera said the renewed charter would help customers receive quality services professionally and on time.

“The issue of having a customer-centred institution is important,” Dr Homera said.

He urged TANESCO to provide sufficient education to customers about the new systems to make it easier for them to use the services.

Dr Homera also directed TANESCO to ensure the systems remained operational beyond the launch.

“These systems should not end with the launch but should be sustainable,” he said.

He called for customer complaints data to be used to improve TANESCO services and urged the utility to ensure the safety of customers’ information.

Dr Homera also called for the customer service unit to be adequately empowered to provide quality services.

Chairperson of the Parliamentary Standing Committee on Energy and Minerals, Ms Subira Mgalu, said the country’s economy depended on the energy sector, particularly electricity.

“Our economy depends on this sector, particularly electricity. We will continue to supervise and advise you on all plans you present,” she said.

Permanent Secretary in the Ministry of Energy responsible for Oil and Gas, Dr James Mataragio, said the launch was in line with the government’s efforts to improve electricity availability while strengthening TANESCO services to Tanzanians.

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