Customers unhappy with LUKU

By Gadiosa Lamtey
28th September 2009
Many incur `unrecoverable loss` as network collapses again

Pre-paid meters (Luku).
The Tanzania Electric Supply Company (Tanesco) pre-paid meters (Luku) network collapsed over the weekend, the third time this year alone.
The failure partly frustrated business and domestic life, a survey by ‘The Guardian’ has established.
Most vending stations were down for the most hours of Saturday and yesterday. Tanesco authorities have blamed the failure to hitches on the Tanzania Telecommunications Company Ltd (TTCL)’s network.
According to Tanesco, the TTCL is responsible for managing operations of the systems of its Luku vending stations.
Interviewed, some customers who endured the brunt of living in darkness for about 24 hours talked of unrecoverable losses they incurred as a result of the Luku system failure.
A Luku customer from Mwananyamala, Nuru Mhina, said on Saturday she slept in darkness and was forced to throw away some foodstuffs which were stored in the fridge.
“The food rot in my fridge because Tanesco failed to supply us power through its vending stations,” she complained.
She said the problem of network failure was now becoming common with increased occurrence.
Nuru was also very much concerned over failure of the power utility company to notify the customers on the failure.
Complaining about delays, she said: “You may go to a vending centre at 10 am and get caught in a long queue until say 12. Sometimes, we are being forced to postpone other activities just to buy power,” she said.
Another customer at Oilcom Science area Hamisi Songoro who spoke to ‘The Guardian’ while standing in queue waiting for his turn to get the service proposed that it would be better for Tanesco to return to the previous system of post-paying because the Luku system was becoming ‘cumbersome.’
“It’s very bad that the system is becoming inefficient…Tanesco should tell us what all this means and for how long this problem will continue,” a frustrated Songoro said.
Songoro said while it was true that some customers purchased power through mobile phone special services, the system covered only those with digital meters.
“They should bear in mind that a large section of customers are living in houses installed with old Luku meters which operates by using punching cards,” he said.
Tanesco Public Relations Manager Badra Masoud admitted there was problem of network on Saturday which was caused by the TTCL communication network failure.
Badra said such failures were ‘normal’ and wherever they happen customers shouldn’t worry or panic.
She said Tanesco vending stations were open 24 hours to ensure people get the service without problems or delays.
‘The Guardian’ survey established that the system went off around 2pm on Saturday until at around noon yesterday whereby customers around the City were forced to return back home without power thus incurring losses in their business.
Among the Luku centres visited include Mwananyamala Kwa Manjunju, Oilcom at Science area, BP Kijiweni at Sinza, Mwanamboka at Sinza and Komakoma at Mwananyamala.
The system failed at least twice this year alone apart from the weekend’s incident. The previous failures were attributed to attack by an unknown virus and apparent failure of the computer system.
Last September, the Luku network collapsed abruptly due to a technical fault in its main computer system controlling the pre-paid services.
Luku vending machines first came into use in Tanzania in 1995, with most of them installed in Dar es Salaam. Besides Dar es Salaam, Luku metres are in use in Arusha, Dodoma, Mara, Mwanza and Shinyanga regions and several other major urban centres.

SOURCE: THE GUARDIAN