Distribution and Customer Services
The Distribution and Customer Services Directorate stands as the final link in ZESCO's integrated value chain, tracing its roots from Generation through Transmission. Spanning a vast 56,000 kilometers nationwide within the 400V to 66kV range, this network comprises substations, transformers, and service wire connections. Beyond its infrastructure, the Directorate is dedicated to a customer-centric approach, prioritizing exceptional service delivery to our clients, ensuring their needs are met with efficiency and excellence.
ZESCO DISTRIBUTION NETWORK SIZE
| VOLTAGE LEVELS | LENGTH(KM) | PROVINCES/DISTRICTS |
|---|---|---|
| 66 KV | 3,779.00 | All Provinces covered |
| 33 KV | 8,922.31 | All Provinces covered |
| 11KV | 23,667.33 | All Provinces covered |
| 400 Volts | 19,713.00 | All Provinces covered |
Customer Centricity
Distribution and Customer Services Directorate aims at providing a continuous and reliable service to over one million customers. The directorate runs several Customer Service Centers and Pay Points, nationwide, with a fully equipped front office staff in service etiquette. On the other hand, a world class ZESCO Call Centre is in full operation, providing a 24/7 platform for customer to report faults and other non- faults related complaints. The Directorate of D&CS is responsible for the commercial cycle management at various touch points that include: customer application, quotation processing, customer payment, construction, new service installation, meter installations and replacements, account activation, meter reading, billing, debt management, faults management and operations. In a bid to provide convenience and serve customers better, ZESCO limited has partnered with other companies to sell prepaid electricity through Aggregators, SuperVendors and Third Party Vendors (TPV). The Directorate in collaboration with the company’s ICT Innovation Division, has developed home grown customer convenience solutions such as the ZESCO Mobile Application and USSD code to allow customers to interact with ZESCO Limited. Further, the Directorate is instrumental in the development of a Virtual Customer Service Centre (Customer Portal), whose ultimate purpose is to enable customers access the company’s services through the company’s website.