MainPower Electricity Distribution Limited (MEDL) has urged its staff to adopt faster response times and stronger follow-up when handling customer complaints.
The company said the approach would help improve customer satisfaction and strengthen service delivery across its operations in Enugu State.
The Managing Director of MainPower, Dr Ernest Mupwaya, gave the charge on Monday at Power House, Enugu. He spoke while declaring open the company’s 2026 Customer Service Week, held under the theme, “The Extra Mile.”
MainPower demands stronger customer follow-up
Mupwaya said employees must take ownership of customer complaints even when they need to transfer an issue to another department.
He explained that handing a complaint to another unit does not end the responsibility of the staff member who first received it. Instead, employees should acknowledge complaints quickly, act within their responsibilities and escalate issues when necessary.
“When a customer issue reaches you, acknowledge it promptly, act within your responsibility and escalate it without delay where additional support is required,” Mupwaya said.
He also urged employees to follow complaints until they reach a clear outcome. According to him, some cases may require investigations, equipment, approvals or coordination with other departments and organisations.
Mupwaya said staff should still communicate with customers when they cannot resolve an issue immediately. He urged employees to explain situations honestly, provide regular updates and make realistic commitments.
The managing director also stressed that quick response must not come at the expense of accuracy and safety. He said customers deserve solutions that follow proper investigations, fair procedures and established safety standards.
MainPower upgrades billing and vending platforms
Mupwaya said MainPower had begun several projects aimed at improving its ability to serve customers and residents of Enugu State.
He disclosed that the company had upgraded and integrated its vending and billing platforms into Super Edge. He said the development would improve the flexibility and efficiency of electricity transactions.
The upgraded system would also help the company analyse customer information and operational data more effectively. Mupwaya urged employees to use the new capabilities to respond faster and investigate complaints more accurately.
He said the company must also use the information available to it to make better operational decisions and improve customer experiences.
MainPower is also implementing projects under the Distribution Sector Recovery Programme, known as DISREP. Mupwaya said the programme includes upgrades to the Coca-Cola 33kV line, 9th Mile 11kV line and the 9th Mile injection substation.
The project also covers other related distribution infrastructure and has an estimated cost of ₦3.5 billion. According to Mupwaya, the upgrades should improve electricity supply reliability for communities and industries along the axis.
He said stronger electricity supply would support businesses, livelihoods and economic activities in the affected areas.
Company targets better metering and billing
Mupwaya also highlighted ongoing investments in system reinforcement and electricity metering.
He said MainPower was using the Meter Asset Provider scheme, DISREP and other initiatives to reduce the metering gap. The company also wants to improve billing accuracy and give customers greater control over their electricity consumption.
He described the investments as potentially transformative. However, he said their success would depend on employees embracing a stronger customer-focused mindset.
“Their success requires our total commitment and a change in mindset towards a stronger customer service culture,” he said.
Speaking on the 2026 Customer Service Week theme, Mupwaya said “The Extra Mile” should make employees more conscious of their responsibility to customers.
He urged staff to exceed expectations through better care, faster responses and determination to see complaints through to resolution.
MainPower launches Quick Response Team
The company’s Chief Technical Officer, Engr. Chimezie Chukwu, said MainPower had launched a Quick Response Team to improve its handling of technical faults.
He said the team has a clear mandate to respond to faults promptly and restore electricity supply within the shortest possible time.
Chukwu also disclosed that MainPower had retrained its meter technicians. The training aims to help technicians diagnose and resolve meter-related faults more quickly.
He explained that faulty meters can significantly affect customers’ experiences, making faster technical intervention important.
The company has also upgraded its Call Centre to improve the way it captures and tracks reported faults. Chukwu said the system would help MainPower provide customers with timely updates on their complaints.
“This ensures that customers are not left wondering about the status of their issues,” he said.
He added that technical teams had been directed to work closely with customers during complaint resolution.
According to Chukwu, employees must listen to customers, understand their problems, communicate clearly and pursue genuine complaints until they reach a resolution.
MainPower seeks stronger teamwork
The Head of Customer Service at MainPower, Mrs Ijeoma Ogudebe, said going the extra mile separates ordinary service from exceptional service.
Ogudebe said customers do not separate MainPower’s customer service, technical, commercial and other departments when assessing the company.
“All they only know is MainPower,” she said.
She therefore called for stronger cooperation between departments. According to her, employees across the company must work together to ensure customer complaints receive proper attention until resolution.
The company used the event to reinforce its focus on ownership, communication and responsiveness. The approach is expected to help employees understand how their individual actions affect the overall customer experience.
Staff take customer service pledge
The Customer Service Week programme also featured a drama presentation focused on the practical meaning of going the extra mile.
The presentation showed how employees can handle customer interactions with greater care, urgency and responsibility. It also highlighted the importance of communication when a complaint cannot receive an immediate solution.
MainPower employees also took a customer service pledge during the event. They pledged to listen to customers, show care, take ownership and respond with urgency.
The pledge also committed employees to seeking solutions, treating customers with respect and finding better ways to serve them.
The 2026 Customer Service Week runs from October 5 to October 10. The annual event takes place during the first week of October and highlights the importance of quality service delivery and customer satisfaction.
For MainPower, this year’s activities also provide an opportunity to reinforce its internal customer service culture as the company continues investments in its electricity distribution infrastructure.
