Distribution and Customer Services directorate is at the tail end of the ZESCO vertically
integrated value chain that begins with Generation then Transmission.
The Distribution network operating in the range of 400v to 66kv has been expanded to
over 56,000kms countrywide. It encompasses various installations such as substations,
transformers down to service wire connections.
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
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 the Virtual Customer Service Centre,
whose ultimate purpose is to enable customers access the company’s services through the