Thousands of families in Rwanda who had started using bioethanol for cooking are now unsure what to do after KOKO Networks suddenly stopped its operations in the country.
The company informed its customers through a short message saying that its activities had been paused. However, it did not explain why the service stopped or when it might start again.
In the message sent to users, the company simply said it had paused its activities and apologized for any inconvenience, promising to communicate the next steps later.
Service Had Already Been Facing Problems
Before the suspension, many customers had already been experiencing difficulties getting bioethanol fuel or stoves. Reports indicate that more than 25,000 users had signed up for the service.
KOKO Networks entered the Rwandan market in 2022, promoting bioethanol as a cleaner and cheaper option compared to charcoal and firewood.
Bioethanol fuel is made from plant materials such as sugarcane, maize, or agricultural waste. It is considered safer for the environment and healthier for households because it produces less smoke indoors.
Customers could buy a bioethanol stove for about Rwf22,000, while the fuel was sold at around Rwf850 per litre.
Customers Left with Unused Money
The sudden shutdown has left many customers unable to refill their fuel. Some say they had already paid for fuel that they never received.
Angelique Murekatete, who lives in Nyamirambo in Kigali, said she used to refill her fuel at retail shops in places like Ku Ryanyuma and Cosmos.
“I bought the stove together with the first fuel for about Rwf26,000. After that, we would pay using a code and collect the fuel from agents,” she said.
She explained that the service stopped shortly after she paid Rwf4,200 for another refill.
“It has now been two months and I cannot find the fuel anywhere. Some people had even paid more than Rwf10,000,” she said.
Murekatete added that earlier problems had already started when some customers waited a long time to receive the stoves they ordered.
Retail Agents Also Affected
The retail agents who sold the fuel say they also do not know what will happen next.
Louise Ntihanabayo, who used to operate a KOKO fuel point at Gisozi Business Centre in Kigali, said she only received a message saying the activities had been stopped.
“I was told the services were paused, but no one explained when they might resume,” she said. “We are also waiting because the company stopped supplying us with fuel.”
Another customer, Caritas Mukamahoro, said most shops that used to sell the fuel are now closed.
“When we ask the agents, they tell us to wait until the company announces something,” she said. “Even the phone number that was given to customers is not answering.”
She added that many customers still have money left on their accounts because the system required users to deposit money before collecting fuel.
Some people are now considering selling their bioethanol stoves to electronic waste collectors.
No Official Explanation Yet
Attempts to get an explanation from the company have not yet been successful.
When contacted, Doreen Rwigamba, Strategy and Investment Manager at KOKO Networks, said the company’s Managing Director would be the one to comment on the matter. However, Managing Director Darlington Toni Kabatende had not responded to questions by the time of publication.
Clean Cooking Project in Rwanda
In March 2022, the Government of Rwanda signed a $25 million agreement with KOKO Networks to build a nationwide bioethanol fuel system. The project aimed to reduce the use of charcoal and firewood for cooking.
The company had planned to reach one million households within five years and eventually start producing bioethanol locally once it had at least 250,000 users.
Meanwhile, Rwanda Development Board, which signed the pilot project agreement with the company, had not yet commented on the situation.