MainPower engages Nsukka electricity customers on service delivery, complaints and safety while targeting 100% customer metering by 2027.
MainPower Electricity Distribution Limited (MEDL) has intensified its customer engagement in Nsukka, Enugu State, with a two-day exercise focused on resolving complaints, improving communication and strengthening collaboration with electricity consumers.
The engagement, which began on Wednesday and ended on Thursday, was part of the company’s Business Transformation Plan, under which MainPower says it intends to engage customers every quarter through physical meetings and online platforms.
Declaring the exercise open, MainPower Managing Director and Chief Executive Officer, Dr Ernest Mupwaya, represented by the Chief Commercial Officer, Mr Ikenna Akabogu, thanked customers for attending and called for stronger partnership as the company works to improve electricity supply and customer service.
Mupwaya said electricity distribution was ultimately about the people and businesses served by the company.
“As part of our Business Transformation Plan, MainPower has made a deliberate decision to engage our customers every quarter, either physically or through online platforms. We do not want to engage customers only when there is a complaint or crisis. Regular dialogue must become part of the way we do business,” he said.
He said the Nsukka engagement was designed to give customers direct access to company representatives, provide an on-the-spot channel for resolving outstanding complaints and update consumers on measures being implemented to improve electricity supply.
The company said the forum was also intended to strengthen communication, mutual accountability and trust between MainPower and its customers.
Mupwaya disclosed that MainPower was targeting 100 per cent metering of its customers by 2027, saying the objective was to ensure that every customer had an appropriate meter and paid only for electricity actually consumed.
He also urged customers to pay their electricity bills promptly, explaining that revenue from electricity consumption was necessary for maintaining transformers, replacing damaged equipment and investing in network improvements.
The company’s metering commitment comes amid continued regulatory attention to estimated billing in Enugu State. The Enugu State Electricity Regulatory Commission (EERC) issued an active order in May 2026 capping estimated bills for MainPower customers, effective from June 1, 2026.
Mupwaya said MainPower’s broader priorities included improving supply reliability, accelerating metering, strengthening the distribution network, improving customer service, reducing energy losses and deploying technology to make its operations more responsive.
He assured customers that Nsukka remained an important part of the company’s development plans.
MainPower Chief Technical Officer, Engr. Chimezie Chukwu, disclosed plans to install an additional 15MVA power transformer to strengthen electricity supply and support industrial development in Nsukka.
He also highlighted the company’s Quick Response Team (QRT), which was established to facilitate faster responses to electricity faults.
Chukwu urged customers to use the dedicated contact line and the company’s call centre to report faults so that complaints could be tracked and monitored through the response system.
The QRT is part of MainPower’s wider effort to improve customer-response mechanisms. The Enugu State Electricity Regulatory Commission previously reported that MainPower launched its Quick Response Service in March 2026.
The company also used the engagement to sensitise residents on electrical safety and the protection of power infrastructure.
The Head of Health, Safety and Environment, Dr Francis Iwu, expressed concern over what he described as increasing violations of power-line rights of way in Nsukka.
He warned residents against constructing buildings or carrying out commercial activities beneath power lines, while also advising consumers to avoid substandard electrical materials and engage competent electrical contractors for building wiring.
Mupwaya similarly urged customers to protect electricity infrastructure and reject practices including meter bypass, energy theft and vandalism.
MainPower has previously urged Nsukka residents to protect electricity infrastructure following the arrest of a suspected vandal found with cables and other materials believed to belong to the company.
Customers who attended the exercise expressed satisfaction with the opportunity to present their complaints directly and have some issues resolved during the programme.
Hon. John Eze, who represented His Royal Majesty, Igwe Dr Samuel Ikechukwu Asadu, Chairman of the Enugu State Council of Traditional Rulers and traditional ruler of Edem-Ani, commended MainPower over what he described as an improvement in electricity supply to Nsukka.
He urged customers to adopt responsible energy-management practices and pay their electricity bills to enable the company to sustain and improve its services.
Mr Chinedu Ugwu, Chairman and Coordinator of the Naijainclusive Electricity Customer Advocacy Intervention (NECAI), also commended the Quick Response Team and called for faster resolution of complaints and implementation of decisions by the state electricity regulator.
Pastor Chidozie Ani of Barracks described the improvement in MainPower’s customer service as “amazing” and urged the company to accelerate responses to customers’ metering needs.
The Head of Customer Service, Mrs Ijeoma Ogudebe, thanked customers for participating and outlined the company’s available channels for enquiries and complaints.
She assured participants that feedback obtained during the exercise would be used to improve MainPower’s processes and customer service.
The engagement comes against the backdrop of ongoing electricity-sector reforms in Enugu State. MainPower operates under the regulatory framework of the Enugu State Electricity Regulatory Commission, which was established to regulate electricity operations in the state. In March 2026, EERC granted MainPower a 20-year electricity distribution licence, marking a major milestone in the state’s electricity market.
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