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Kigali, Rwanda — Rwanda Energy Group (REG) has reaffirmed its commitment to delivering quality electricity services and achieving 100% electricity access in designated residential areas by 2029, with the national electricity access rate currently at 88.3%.
The commitment was reiterated during the closing event of Customer Service Week, held in Kicukiro District on Friday. REG’s senior management assured customers that the institution would continue improving service delivery, with particular emphasis on reducing the time required to restore electricity following outages, including those caused by factors beyond REG’s control.
Customers commend improvements in REG’s service delivery
Several REG customers commended the institution for improvements in customer service compared with previous years. They noted that although power interruptions still occur, REG has demonstrated a willingness to respond promptly and resolve reported faults.
Ernest Nsengimana, a construction professional residing in Kicukiro District, said: “REG’s services have improved, even though power outages still occur. When the company identifies the source of a problem, it makes efforts to resolve it quickly. REG is a good institution that has helped us move from darkness to light. However, we encourage it to continue working harder to ensure that customers receive even better services.”
Dominique Ngabo, an entrepreneur based in Kicukiro District, also praised the responsiveness of REG’s customer service team during Customer Service Week. “During Customer Service Week, we received good service and were attended to promptly. We were previously told that the process could take a month, but after submitting the required documents, we received our CashPower within three days. The electricity supplied by REG is a key driver of our development,” he said.
Grace Uwase, a resident of Karembure, also expressed satisfaction with REG’s services. “I find REG’s services satisfactory. Whenever you call them for assistance, they respond promptly and help you,” she said.
Local authorities highlight the importance of collaboration
Patricia Murekatete, the Executive Secretary of Kagarama Sector in Kicukiro District, also commended REG for its service delivery and collaboration with local authorities.
“When residents encounter problems, the first person they often contact is the Sector Executive Secretary. I therefore appreciate REG’s establishment of digital platforms that enable us to share information and jointly address the challenges faced by residents. The community members themselves also acknowledge the improvements in REG’s services,” she said.
REG pledges faster responses to power outages
Chief Executive Officer of REG Maximilien Byilingiro thanked customers and local authorities for their continued cooperation in protecting and preserving the institution’s electricity infrastructure.
He urged the public to maintain this collaboration, noting that electricity infrastructure requires substantial investment and that vandalism or theft can disrupt services and negatively affect customers.
The CEO reaffirmed REG’s commitment to continuously improving electricity service delivery, simplifying customer service processes and accelerating responses to power outages to minimise their impact on customers.
“We have set ourselves the goal of reducing the inconvenience customers experience when accessing electricity services. Even when a power outage is caused by factors beyond our control, we are working to minimise the time customers remain without electricity.
“REG is making good progress, as members of the Senate have also acknowledged. We must therefore work together to maintain and strengthen this positive image.
“Customer Service Week is not the end of our commitment. We must continue delivering quality services every day so that, by 2029, every eligible household has access to electricity. We will also continue reducing the duration of power interruptions and improving our response whenever faults occur, so that our customers can continue to recognise and appreciate our efforts,” he said.
REG targets 100% electricity access by 2029
REG, in collaboration with the Government of Rwanda, has set a target of achieving 100% electricity access in designated residential areas by 2029.
Currently, approximately 88.3% of the population has access to electricity, according to the figures cited during the event. To accelerate progress towards universal access, REG aims to increase electricity access by at least four percentage points annually.
The institution reiterated that achieving universal electricity access must go hand in hand with reliable service delivery, responsive customer care and the protection of critical electricity infrastructure.
Through continued investment, stronger collaboration with local authorities and communities, and sustained improvements in customer service, REG aims to ensure that more Rwandans benefit from electricity as a foundation for socio-economic development.
