By Alfred ZachariaDeputy Prime Minister and Minister for Energy, Dr. Doto Biteko, has directed the overhaul of TANESCO's Customer Service Center, citing its failure to meet expected service standards.
During his visit to the center on January 9, 2025, in Dar es Salaam, Dr. Biteko reviewed the implementation of directives he had issued in April 2024 and expressed frustration over their disregard. He specifically noted TANESCO's failure to replace paid service numbers with a toll-free line from the Tanzania Communications Regulatory Authority (TCRA), a move aimed at easing access for citizens seeking TANESCO services.
Dr. Biteko criticized the center's inefficiency, stating, "Have you ever called a service number, had your money deducted, and still didn’t get the service? Citizens are suffering a lot!" He ordered the restructuring of the center to improve efficiency and better serve the public, emphasizing its critical role for many Tanzanians.
He also expressed disappointment that despite significant government funding under President Samia Suluhu Hassan, the center's performance remained substandard.
The minister gave TANESCO management one week to implement improvements and ensure visible results for the public.
Addressing the issues, Acting Managing Director of TANESCO, Mr. Abubakar Issa, acknowledged budgetary challenges but assured that, in collaboration with TCRA, the transition to toll-free numbers would be expedited to reduce costs for citizens and enhance service delivery.
