New Connections

We will inspect your premises within 2 days of receiving your

application.
We will connect power to all standard connections (No pole
and one pole services) within 7 days after full payment and 30
days for nonstandard connections (More than 1 pole service
and schemes) .
Queries/Complaints Handling and
Resolution
Opening Hours: Umeme Offices are open between 8:00am and
5:00pm during week days and between 9:00am to 1:00pm on
Saturdays. Our Contact Center numbers are available via telephone
(0800185185) or email (callcentre@umeme.co.ug)
24hours, 7 days a week.
Response Times:
We will respond to all customer queries and inquires at the first
point of contact.
Should your query/complaint not be resolved, we will give you a
reference number which should be used in any follow up if
necessary.
We will resolve all customer billing related complaints within 7 days
and in an event that a complaint exceeds 7 days due to exceptional
circumstances, weekly updates on progress will be provided until
resolution which shall in any case not exceed 30 days.
We will resolve all supply related complaints within 12 hours.
Cases like broken poles and faulty transformers shall be
resolved in not later than 7 days.
Appeal process: If your complaint is not resolved to your
satisfaction,please report to our District and Regional Managers.
(Please refer to www.umeme.co.ug for their contacts)
Disconnection/Reconnection Process
We shall notify/warn customers due for disconnection at least
48hours before actual disconnection via SMS, Notice to
Consumer letters, radio & print adverts including notification on
bills and/or email.
Customers are entitled to ask for Identification from our
Revenue collection teams, who should also have their names
imprinted on their branded overcoats.
Customers that have made recent payments (within 48 hours)
through our payment channels will be required to provide proof
of payment to avoid disconnection.
Disconnection/Reconnection Process (contd)
We will not disconnect customers for non-payment on
weekends and public holidays or on the day before a public
holiday.
We will reconnect electricity supply to your premises within
48 hours upon payment of necessary dues including
reconnection fees.
Outage Management
We shall notify our customers of any planned outages/supply
interruptions due to maintenance or network upgrade via
SMS, print and radio adverts or any other means at least a
week before effecting the outage.
We will restore your power supply following an unplanned
interruption within 12 hours and where the cause is due to
exceptional circumstances such as broken poles and faulty
transformers or network damages caused by heavy rains,
supply shall be restored within 7 days.
Billing
We will regularly read your meter for billing purposes,
however we may sometimes use estimates which shall not in
any case be for more than 3 consecutive months.
Any bills based on estimated readings will be automatically
adjusted the next time an actual reading is taken. This
guarantees that any over or under estimate is not a
disadvantage to you.
We will deliver your bills monthly to associated premises in
the shortest time possible after billing.
If you register for our free eBill service, we guarantee bill
delivery via email within 24 hours.
Communication and Feedback
We shall always give undivided attention and listen
attentively while communicating to our customers in a warm
and friendly manner.
We will respond to all hard copy letters within 3 working
days and to all email communications within 48 hours.
Please always quote your reference number when making a
follow up on a previously reported query.
OUR SERVICE STANDARDS
To improve the quality of
supply and relationship
between Umeme and our
customers.
Every customer is important and
should receive the highest
standard of customer service
and we undertake the following
as our minimum level of service.
Safety
Customer Satisfaction
Hard work
Integrity
Honesty
Ethical behaviour
Umeme Limited maintains a Zero-Tolerance on corruption.
Kindly, call 0312 360777 or E-mail to TIU@umeme.co.ug for assistance.
Our Mission: Statement of Commitment: Our Core Values: