Biteko orders overhaul of Tanesco call centre over ‘poor performance’

Dar es Salaam. Deputy Prime Minister and Minister for Energy, Dr Doto Biteko, has expressed dissatisfaction with the performance of a call centre at the Tanzania Electric Supply Company (Tanesco), issuing orders for restructuring of the its management.

Last year, Dr Biteko directed the centre to establish a toll-free customer contact number but it was not implemented.

Dr Biteko who visited the centre on Thursday, January 9, 2025 remarked that the employees have become complacent.

"Last year, after visiting here, I noticed changes but these people are like a pendulum we learned about in physics. You have become used to the job, started to relax, and are now accustomed to problems. I can't accept getting used to issues,” he said.

"The quality of service starts with the reception. When you go to a hotel, the reception indicates the type of services available there. When someone contacts Tanesco, they judge your seriousness based on the way calls are received here. I want a complete overhaul within a week," he said.

Acting director of Tanesco's call center, Ms Irene Gowele, in response to Dr Biteko's question about the failure to implement his orders, said they had already obtained the number.

However, the reason for the delay in its operation was to be communicated to the Dr Biteko.

On April 4, 2024, Dr Biteko visited the centre and directed the center to explore ways to enable customers to call without incurring costs.

He emphasised that many Tanzanians, despite paying for electricity monthly, remain poor and should continue to be served by the government.