In an effort to speed up the process of receiving, handling and processing customer’s complaints,
West Nile Rural Electrification Company Ltd (WENRECo), has established a Call Center.
WENRECo is the licensed power distributor for the West Nile sub-region of Uganda.
According to Section 7 of the Standardized Complaints Handling Guidelines for Electricity Supply Industry (ESI), licensed power distributors are required to allocate resources to enable them receive, handle and process customer complaints in an efficient and timely manner.
In this regard, WENRECo which handles the whole of West Nile, on February 3 2023 launched this facility which is the first of its kind in the sub-region.
The toll free call center works 24hrs seven days to make it easier for the company to handle issues from electricity consumers in a timely manner whenever they happen!
“It consists of a toll-free line using state-of-the-art technology that will enable the company to receive and address complaints from its customers” says WENRECo General Manager Eng. Kenneth Kigumba during the launch, adding that this development demonstrates the company’s commitment to serve the region better.
The West Nile sub-region has districts including Arua, Nebbi, Packwach, Terego, Moyo, Yumbe, Maracha, Zombo and Madi Okollo.
Kigumba said that the call center is important in a way that it will enhance communication where consumers will be sharing their experiences and get timely and adequate answers.
“Customers should be able to reach to us in the shortest possible time without any difficulties so that we can respond accordingly to enable them have the service available,” He said.
Meanwhile, local authorities in Arua district commended WENRECo for coming up with this initiative which they said will ease life to the people of the region.
“This helpline centre will empower our people of in the region to advocate for reliable and efficient power supply. I want to also state it here that WENRECo investment in West Nile region has raised the demand for power from the initial 3MW to now 6.8MW” Alfred Okwonzi, the district chairperson said.
The leaders and business community said the toll free line will greatly help the business community since majority of them rely on power.