Biteko orders overhaul of Tanesco call centre to improve services

Dar es Salaam. The Deputy Prime Minister and Minister for Energy, Doto Biteko, has ordered a comprehensive leadership overhaul at the Tanzania National Electricity Supply Company (Tanesco) call centre in a bid to enhance customer service.

The call centre has long faced criticism for inefficiency and poor customer service, including unresolved customer queries and excessive wait times.

The move aims to address public frustrations and enhance service delivery at a critical institution managing the country’s power supply.

During his visit to the Tanesco call centre yesterday, Dr Biteko expressed frustration over the company’s failure to implement his previous directive to establish a toll-free customer service line.

He described the current state of customer care as unacceptable, accusing Tanesco staff of becoming complacent.

“Last year, I visited this call centre and saw some improvements. But now, it’s like a pendulum from physics lessons — swinging back to the same old habits. The staff here have become too comfortable,” he noted.

He said he could not tolerate the idea that customers call and find the lines down.

“This must change. Within a week, I want new leadership here,” he ordered.

Dr Biteko emphasised the importance of quality customer service, noting that it reflects the seriousness of any institution.

“The first impression of any service provider is determined by how they receive their customers. When a customer calls Tanesco, they should feel heard and respected. This is non-negotiable,” he stressed.

Dr Biteko’s directive comes at a time when public institutions in Tanzania face mounting criticism for their service delivery.

For years, Tanesco’s customers have complained about long wait times, unresponsive staff, and a lack of accountability.

Citizens have been voicing their frustrations over the difficulty of reporting power outages or billing concerns.

A Dar es Salaam resident, Ms Lucy Mjema, shared her ordeal with the Tanesco call centre. “I once spent 20 minutes on hold, only to be disconnected without speaking to anyone. It’s frustrating, especially when you have an urgent power issue,” she said.

In response to these concerns, Dr Biteko has engaged the Tanzania Communications Regulatory Authority (TCRA) to address the technical challenges at Tanesco’s call centre.

He questioned whether Tanesco understood the financial burden on customers who incur phone charges while trying to report issues.

“We must reduce complaints, not increase them. My goal is for citizens to be satisfied with the services they receive from Tanesco,” he said.

In a related development, Dr Biteko visited the Compressed Natural Gas (CNG) Mother Station in Ubungo, Dar es Salaam, a crucial milestone in Tanzania’s ongoing efforts to transition to cleaner energy sources.

The visit highlights the government’s commitment to reducing carbon emissions and promoting sustainable fuel alternatives as part of its broader clean energy agenda.

The station, which is in the final stages of construction by the Tanzania Petroleum Development Corporation (TPDC), is expected to begin operations on February 3, 2025.

“The contractor has assured us that by February, vehicles will be able to refuel at this station. Our goal is to reduce the congestion seen at the few small CNG stations currently in operation,” Dr Biteko said.

The transition from traditional fuels to cleaner energy sources is gaining momentum in Tanzania, with many residents opting for CNG-powered vehicles. The government sees this shift as a crucial step towards reducing pollution and promoting sustainable energy.

“The response from the public has been overwhelming. Many bajajis (three-wheeled taxis) and private vehicles have already switched to natural gas. This shows that people are ready to embrace cleaner energy,” Dr Biteko noted.

He further revealed that plans are underway to establish at least seven additional CNG stations in Dar es Salaam through public-private partnerships.

A bajaji driver in Dar es Salaam, Mr Peter Komba, praised the government’s efforts to increase the availability of CNG stations.

“We’ve been struggling with long queues at the existing stations. A new station will save us time and money,” he said.