Stakeholders Hail WENRECo for Establishing a Call Center

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. 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.

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.

According to officials, Customers will be able to interact with highly trained customer relationship officers using state-of-the-art technology to document, categorize and resolve their issues.

The implementation of the new Call Center follows WENRECo’s strategic objective to be the key player in the industrialization of West Nile by ensuring equal access to power by communities, businesses, and industries.

It should be noted that WENRECo’s main values remain priorities aligned to equity in accessing services, the safety of consumers, and power supply reliability.

Kenneth Kigumba, the WENRECo General Manager says the company is committed to continuously improving on technology and the distribution network to have business continuity and improved service delivery to their customers.

“At WENRECo, it is important that exceptional service accompanies our product offering. We have therefore intentionally made significant investments in technology specially designed with the customer in mind. However, technology alone is not enough to meet the needs of our customers. We have combined it with a team of highly trained professionals who have extensive knowledge and are committed to exceptional service aligned to best practices within the energy industry,” Kigumba added.

WENRECO operates two power stations: WENRECO heavy fuel thermal plant with a capacity of 1.5 megawatts, located in Ewuata, Arua District; and the Nyagak I Power Station, a 3.5 megawatt mini-hydropower station, located in Paidha, Zombo District. These facilities are the main public electric power sources available to the West Nile sub-region.

“We salute WENRECO for launching this initiative that we believe will be an important step in extending the boundaries of power and bridging the energy inclusion gap by connecting customers to key services,” said one of the leaders from the West Nile.

WENRECO is a wholly owned subsidiary of Industrial Promotion Services (IPS), the industrial development arm of the Aga Khan Fund for Economic Development (AKFED). AKFED is a member of the Aga Khan Development Network.