Customer complaints at TANESCO Tanga decline to 150 from 9,000 per month

CUSTOMER complaints and queries at the Tanzania Electric Supply Company (TANESCO) Tanga Regional have dropped drastically in the six months since the introduction of a One-Stop Shop and a single number for registering such complaints.

According to the TANESCO Regional Customer Relations Officer Amon Michael, the number of such complaints and reports has decreased from 9,000 to between 145 and 150 per month.

He was speaking at the rollout of a Tanesco Media Ambassadors programme that aims to engage the media in educating the public regarding various issues in order to diminish complaints.

Michael confirmed that the six-month-old single-number system for reporting complaints and inquiries has been successful, as the vast majority of complaints and inquiries are resolved online.

“Customers are not required to come to the office to have their complaints handled by staff, nor are they required to summon emergence personnel to respective streets,” he explained. “Rather, they are given instructions on how to solve the problems at home.”

Michael emphasized the critical role the media can play in educating the general public on a variety of issues, including the current power outages, in order to minimise unnecessary complaints.

He said that prior to the establishment of the regional call centers and the One Stop Shop, complaints received at emergency services on a variety of issues, including problems entering tokens, ranged from 3,600 to 9,000 per month but now it has dropped to 145 to 150 for the same period.

Concerning the “Nikonekti” online power connection application system, he stated that the new system has nearly eliminated the need for street electrical connection technicians, also known as “vishoka.”

“It is impossible for them to collect money from customers because only licensed electrical installation technicians are allowed to fill out the forms for customers who want to install a new electrical system in their homes using the online system.”

He did note, however, that a large number of people were still being coned by ‘vishoka’ due to a lack of understanding of the new system.

“This is where the media can help to educate the public about the new systems, which reduces the likelihood of being duped by some of these shady technicians on the streets,” he said, adding, “That is why, we are now recruiting you to be our ambassadors.”

Meanwhile, Michael announced the launch of a new campaign aimed at educating, reporting, and resolving complaints, as well as discouraging members of the public from vandalising power infrastructure.

He said the objective is to address the problem of vandalism, which also contributes to current power outages.

PETTA, according to Michael, would be the name of the campaign (Pata Elimu, Toa, Tatua Kero, Acha kuhujumu miundombinu ya umeme).

He listed the forms of vandalism as including power line theft, pole knocking, and farming under power lines, which disturbs the soil and causes power lines to crash.

Herman Mbonea, Secretary of the Tanga Press Club (TPC), emphasized the importance of close collaboration between the power supply utility and the media, stating that it was critical to alleviate concerns caused by situations such as power outages.