Deputy Prime Minister and Minister of Energy, Dr. Doto Biteko, has directed a complete overhaul of the Tanzania Electric Supply Company (TANESCO) Customer Service Center, citing its failure to deliver satisfactory services to the public.
Dr. Biteko issued the directive on January 9, 2025, during a visit to the center in Dar es Salaam. He was following up on instructions he had issued in April 2024, which TANESCO had not implemented.
Among his key directives was a requirement to replace the paid service hotline with a toll-free number, making it easier and more affordable for citizens to access TANESCO services.
"Have you ever called a service number, been charged, and still not received help? This is what our citizens are enduring!" Dr. Biteko said. "I am ordering a complete restructuring of this center to improve its efficiency and ensure it serves Tanzanians effectively.
This center is a lifeline for many people, but the quality of service here is unacceptable."
Dr. Biteko further criticized the center’s poor performance, noting that it does not reflect the significant financial support it has received from the government under President Samia Suluhu Hassan’s administration.
TANESCO was instructed to stop using paid service numbers and to work with the Tanzania Communications Regulatory Authority (TCRA) to implement a toll-free line. This change was aimed at reducing costs for citizens who need to contact TANESCO for assistance.
The minister has given TANESCO one week to make necessary improvements and publicly share the results to ensure accountability.
Responding to the criticism, Acting TANESCO Managing Director, Mr. Abubakar Issa, acknowledged challenges related to budget constraints.
However, he assured the public that TANESCO would collaborate with TCRA to introduce a toll-free service line promptly. He added that this change would enhance efficiency and provide significant relief to citizens seeking TANESCO’s services.
