TANZANIA Electric Supply Company Limited (TANESCO) has officially launched a toll-free number, 180, at its call centre two months after Deputy Prime Minister and Minister for Energy Doto Biteko directed it to do so.

The launch directly addresses complaints about TANESCO's previous toll system whereby customers were charged for calling the company’s call centre.

Deputy Minister for Energy, Judith Kapinga, emphasised the government's commitment to improving communication between customers and service providers like TANESCO.

“We are dedicated to enhancing service accessibility and ensuring that Tanzanians have a seamless experience when seeking assistance,” she stated.

With the new toll-free number, customers across the country can now access services, report issues, and seek assistance without worrying about phone charges.

TANESCO's director general, Gissima Nyamohanga, expressed satisfaction with the launch, noting that the toll-free number is a key part of the company's efforts to improve service delivery.

“This is a crucial step in improving communication with our customers and ensuring they receive the support they need, without financial barriers,” Nyamohanga said.

The call centre currently handles up to 15,000 calls daily, with peak times reaching as high as 50,000 calls per day.

 The launch of the toll-free number is expected to ease the pressure on the system and streamline customer interactions.

The initiative is part of TANESCO’s broader efforts to modernise operations, following a series of directives from Dr Biteko after his visit to the call centre in December 2024. 

Biteko had expressed dissatisfaction with the centre's performance, particularly the malfunctioning call centre number, and ordered a management overhaul.

His directive marked a pivotal moment for the company, which has faced increased scrutiny over its customer service.