The West Nile Rural Electrification Company Ltd (WENRECo), the licensed power distributor for the West Nile Region has established a Call Center.

The facility which is the first of its kind in the Region was launched on 3rd February 2023 in Ewuata Village, Vurra sub-County, Arua District. It consists of a toll-free line using state-of-the-art technology to enable the company to receive and address complaints from its customers.

The WENRECo Call Centre speaks to Section 7 of the Standardized Complaints Handling Guidelines for the Electricity Supply Industry which requires licensed power distributors to allocate adequate resources to enable them to receive, handle, and process customer complaints in an efficient and timely manner.

Speaking during the launch ceremony, Mr. Alfred Okuonzi, the LC V Chairperson of Arua appreciated WENRECo for the milestone indicating that it will save customers costs of traveling to the Company offices to submit complaints and airtime since the telephone line is toll-free.

The Managing Director of WENRECo, Kenneth Kigumba on the other hand highlighted that the Center will significantly reduce the company’s costs of tracking and addressing customer complaints thus improving the quality of service. Its proximity to the substation makes it easy for call center staff to route complaints to the field engineers while the link to the billing system is expected to improve the turnaround time for dealing with complaints related to billing such as the failure of customers to receive tokens in time.  

WENRECo currently serves over 23,000 commercial and domestic customers picking supply from the 3.5 MW Ngagak Hydropower Plant and the 8 MW Thermal Plant operated by Electromaxx Limited.