Hassan Magulumali
Tanzania has taken another step toward modernising electricity customer services with the launch of new digital platforms and an enhanced Customer Service Charter aimed at making it easier and faster for TANESCO customers to access assistance.
Minister for Energy Dr. Juma Zuberi Homera officially launched the new services in Dar es Salaam on October 6, 2026, describing the initiative as part of the government’s broader push to use technology and innovation to improve public services.
The new systems include the Twiga Assistant, an artificial intelligence-powered service designed to allow customers to access assistance around the clock without necessarily having to call TANESCO directly.
Another major platform is the Twiga Premium Customer Portal, a dedicated digital platform intended to provide large electricity customers with easier access to a range of services and information.
The government has also introduced a dedicated 185 toll-free line for premium customers, giving large electricity users direct access to faster and prioritised customer support. This has been accompanied by the establishment of a Premium Customer Service Section within TANESCO to address the specific needs of major customers.
Dr. Homera said the initiatives demonstrate TANESCO’s commitment to improving the customer experience while supporting Tanzania’s wider development ambitions under the National Development Vision 2050.
He said the adoption of digital systems is particularly important as the electricity sector continues to expand and the number of customers requiring services from TANESCO increases.
The minister, however, stressed that launching the systems should not be treated as the end of the reform process. He directed TANESCO to ensure that the commitments contained in the improved Customer Service Charter are implemented at all levels and become part of the organisation’s daily working culture.
He also instructed the utility to ensure that the newly launched platforms remain functional and reliable so that customers can obtain the services they were designed to provide.
Customer awareness will also be critical to the success of the initiative. Dr. Homera directed TANESCO to provide sufficient education to different categories of customers on how to access and use the new digital services, particularly for reporting problems, making inquiries and following up on service-related issues.
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The minister further called on TANESCO to make greater use of customer data and feedback when making operational decisions. He said complaints should not simply be treated as problems but should provide information that can help the organisation identify weaknesses and improve its services.
Data protection and cybersecurity were also highlighted as important considerations as TANESCO expands its digital operations. Dr. Homera instructed the organisation to protect customers’ personal information and digital systems in accordance with relevant laws and information-security standards.
The launch comes as Tanzania’s electricity sector experiences both increased generation capacity and rising demand. According to figures presented by the minister, the country’s electricity generation capacity has reached 4,606 megawatts, representing a 21.32 percent increase, while peak electricity demand has risen to 2,316 megawatts, an increase of 12.97 percent compared with 2025.
The increase in demand reflects growing economic activity as well as the expansion of electricity access and the rising number of customers connected to the national grid.
For TANESCO, this means that improving the electricity supply must go hand in hand with improving the systems through which customers interact with the utility. Faster complaint handling, accessible information and more responsive support are increasingly important as electricity becomes central to households, businesses, industries and public institutions.
Dr. Homera also reiterated the government’s target of increasing Tanzania’s electricity generation capacity to 8,000 megawatts by 2030, saying the objective is achievable through continued investment in generation projects and the expertise of professionals within the energy sector.
Among the projects contributing to the expansion is the Kishapu Solar Power Project, whose second phase includes an additional 100-megawatt generation component.
The expansion of renewable energy is also expected to diversify Tanzania’s generation mix while supporting efforts to meet growing electricity demand. Solar projects can complement existing generation sources and contribute to the country’s long-term energy security.
Speaking at the launch, Permanent Secretary in the Ministry of Energy responsible for Petroleum and Natural Gas, Dr. James Mataragio, said the new customer services are aligned with the government’s objective of improving not only electricity availability but also the quality and efficiency of services delivered to citizens.
He said initiatives such as the Twiga AI Chatbot, Twiga Premium Customer Portal, Premium Customer Toll-Free Line and Premium Customer Service Section, together with the improved Customer Service Charter, demonstrate how technology can be integrated into the delivery of essential public services.
The reforms also point to a broader shift in how utilities are expected to engage with customers. Rather than relying primarily on physical offices and telephone-based support, digital platforms can allow customers to access information, submit requests and communicate with service providers through multiple channels.
For Tanzania, the challenge will now be ensuring that the technology translates into measurable improvements on the ground. The effectiveness of the new systems will ultimately depend on their reliability, accessibility, response times, data security and the ability of TANESCO staff to act on information received through the platforms.
With electricity demand continuing to rise alongside industrialisation, urbanisation and wider digitalisation, improving customer service is becoming an increasingly important part of the country’s energy transformation. The latest TANESCO initiative therefore combines infrastructure expansion with an effort to modernise the way millions of electricity users interact with the national power utility.
