ZETDC launches digital upgrades to enhance customer experience, service delivery

STAFF WRITER

The Zimbabwe Electricity Transmission and Distribution Company (ZETDC) has rolled out a series of digital upgrades, anchored by a new billing architecture, enhanced self-service platforms, and a real-time WhatsApp interface, in a bold push to improve service delivery, enhance customer experience and streamlining engagement.
The move by ZETDC, the distribution arm of ZESA Holdings, signals a decisive shift towards digitisation within Zimbabwe’s power utility sector, as the company seeks to align with global trends in utility service management.
“Effective January 2026, these enhancements include the introduction of a new billing system with advanced account management features, enhanced capabilities on the ZETDC Self-Service Portal, and a convenient real-time WhatsApp platform,” the utility said.
“We are committed to leveraging technology to make it easier for our valued customers to do business with us. These updates represent a major step forward in our ongoing efforts to provide efficient, accessible and responsive services to all our clients.”
At the centre of the overhaul is a redesigned billing system, which introduces new nine-digit account numbers starting with the number 5 — a structural shift aimed at improving account traceability and regional classification.
Under the new system, Harare accounts will carry the prefix 52, Northern region 53, Southern region 54, Eastern region 55, and Western region 56. The legacy account numbers will remain operational for a transitional period to ensure continuity.
“Postpaid customers are encouraged to take note of their new 9-digit account numbers beginning with the number 5 (for example 523456789). These new numbers are coded by region, for easy identification. Harare accounts start with 52, while those in the Northern region begin with 53. The Southern region use the prefix 54, the Eastern region 55, and the Western region 56. To ensure a smooth transition, the old account numbers will remain active for a limited time,“ZETDC said.
Some of the enhanced services include application for new connections process, general enquiries and fault reports. The enhanced WhatsApp channel offers a seamless service delivery experience, allowing customers to register their details for faster service, report and follow up on faults without visiting a physical office, access their last five tokens or key change token instantly, and rate ZETDC services while providing valuable feedback.
ZETDC self-service portal has been enhanced with improved features which customers can enjoy upon registration on the portal. Once registered, the customers can view and download monthly bills, access detailed account statements, and make online payments.
“Customers can register using either their mobile phone number or email address. Once registered, users can link one or multiple electricity accounts to manage their home, business, or other properties seamlessly.
ZETDC reassures its customers that these upgrades are designed to provide greater convenience and efficiency. The company encourages everyone to explore these new digital channels,” ZETDC said.