MainPower Electricity Distribution Limited has directed its staff to adopt a culture of prompt response, ownership and consistent follow-up on customer complaints to improve service delivery and satisfaction.
The Managing Director of MainPower, Dr Ernest Mupwaya, gave the directive on Monday at the Power House, Enugu, while declaring open the company’s 2026 Customer Service Week, themed: “The Extra Mile.”
Mupwaya said transferring a customer’s complaint to another department does not end an employee’s responsibility, stressing that staff must acknowledge complaints promptly, act within their responsibilities and follow up until the issue is resolved.
He said where a complaint requires investigation, equipment, approval or coordination with other departments or organisations, staff must escalate it without delay, communicate honestly with the customer and provide regular updates until there is a clear outcome.
The managing director also stressed that quick response must be accurate and safe, saying customer complaints should be properly investigated and resolved in line with the company’s operational and safety procedures.
Mupwaya disclosed that MainPower had commenced major projects aimed at strengthening electricity supply and improving service delivery across Enugu State.
He said the company had upgraded and integrated its vending and billing platforms into Super Edge, a development he said would improve transaction efficiency, information analysis and the speed and accuracy of customer service.
He also disclosed that the Distribution Sector Recovery Programme had commenced upgrades to the Coca-Cola 33kV line, 9th Mile 11kV line, 9th Mile injection substation and associated distribution infrastructure at a cost of ₦3.5 billion.
According to him, the projects are expected to improve supply reliability to industries and communities along the axis, while MainPower’s investments in metering through the Meter Asset Provider scheme and DISREP would help close the metering gap and improve billing accuracy.
Mupwaya said the investments would only achieve their intended impact if employees changed their mindset and embraced a stronger customer-service culture.
Also speaking, MainPower’s Chief Technical Officer, Engr Chimezie Chukwu, said the company had established a Quick Response Team to respond promptly to faults and restore electricity supply within the shortest possible time.
Chukwu said meter technicians had been retrained to diagnose and resolve meter-related faults faster, while the company’s call centre had also been upgraded to capture, track and provide customers with timely updates on reported faults.
He urged technical teams to listen to customers, understand their complaints, communicate clearly and pursue every genuine complaint through to resolution.
The Head of Customer Service, MainPower, Mrs Ijeoma Ogudebe, said going the extra mile was the difference between ordinary service and exceptional service.
Ogudebe said customers do not distinguish between MainPower’s customer service, technical and commercial departments, but simply see the entire organisation as MainPower, making interdepartmental collaboration essential to resolving complaints.
The Customer Service Week, which runs from October 5 to 10, also featured a drama illustrating practical ways of going the extra mile in customer interactions, as well as an employee pledge to listen, care, take ownership, respond with urgency and treat customers with respect.
