MainPower Electricity Distribution Limited (MEDL) has charged its staff to embrace a culture of prompt response, ownership and persistent follow-up in handling customers’ complaints, saying every complaint must be pursued until a clear resolution is achieved.
Managing Director of MainPower, Dr Ernest Mupwaya, gave the charge on Monday at the Power House, Enugu, while declaring open the 2026 Customer Service Week of the company, themed “The Extra Mile.”
He said transferring a customer’s complaint to another department did not absolve the staff member who received it from responsibility to the customer.
He said staff must acknowledge complaints promptly, act within their responsibilities and escalate matters requiring additional support without delay, while following up until there was a clear outcome.
“Where immediate resolution is impossible, we must still respond immediately, explain the situation honestly and provide regular updates. We must make realistic commitments and honour them,” he said.
The MainPower boss stressed that quick response must not compromise accuracy and safety, noting that customers deserved solutions that were properly investigated, fairly applied and delivered within approved operational and safety procedures.
He disclosed that the company had commenced major projects aimed at strengthening electricity supply and improving service delivery across Enugu State.
According to him, MainPower’s vending and billing platforms had been upgraded and integrated into Super Edge to improve the flexibility and efficiency of electricity transactions, as well as enhance the company’s ability to analyse information.
He urged staff to deploy the new capabilities to respond faster to customers, investigate complaints more accurately and make better operational decisions.
Mupwaya also disclosed that the Distribution Sector Recovery Programme (DISREP) project, valued at ₦3.5 billion, had commenced, covering upgrades to the Coca-Cola 33kV line, 9th Mile 11kV line, 9th Mile injection substation and associated distribution infrastructure.
He said the project was expected to improve supply reliability for industries and communities along the axis, thereby supporting businesses, livelihoods and economic activities.
The managing director added that the company was also investing in system reinforcement and metering through the Meter Asset Provider (MAP), DISREP and other initiatives to close the metering gap, improve billing accuracy and give customers greater control over their electricity consumption.
He described the investments as potentially transformative, stressing that their success depended on staff commitment and a stronger customer-service mindset.
Speaking, MainPower Chief Technical Officer, Engr. Chimezie Chukwu, said the company had established a Quick Response Team with a mandate to respond promptly to faults and restore electricity supply within the shortest possible time.
Chukwu said meter technicians had also been retrained to diagnose and resolve meter-related faults more quickly, while the company’s call centre had been upgraded to properly capture and track reported faults and provide customers with timely updates.
He urged technical teams to listen to customers, understand their challenges, communicate clearly and pursue every genuine complaint to resolution.
The Head of Customer Service, MainPower, Mrs Ijeoma Ogudebe, described going the extra mile as “the difference between service and exceptional service.”
Ogudebe said customers did not distinguish between the company’s customer service, technical, commercial or other departments, stressing that they simply saw MainPower.
She therefore called for stronger collaboration across departments to ensure that complaints were followed through to resolution.
The event featured a drama presentation demonstrating the practical meaning of going the extra mile in customer interactions, as well as an employee pledge to listen, care, take ownership, respond with urgency, seek solutions, respect customers and continually improve service delivery.
The Customer Service Week, which runs from October 5 to 10, is an annual observance held in the first week of October to recognise the importance of quality service delivery and customer satisfaction.
