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Introduction

This Consumer Service Charter explains UMEME’s commitment to consumers and our

expectations from them. This charter also provides a basis for provision of high quality

service that meets consumer expectations and regulatory requirements while supporting

the core strategic business objectives.

1.0 CONTENT

This Consumer Service Charter informs you about

• Who We Are

• Our Vision, Mission and Values

• Our Commitment To You

• Our Service Standards

• Your Commitment To Us

• How To Contact Us

2.0 WHO WE ARE

UMEME is the largest electricity distribution company in Uganda mandated to: operate,

maintain, upgrade and expand the distribution network; retail electricity to customers and

to improve efficiency within the electricity distribution system. We are regulated by The

Electricity Regulatory Authority (ERA) and are listed on the Uganda Securities Exchange

(USE) and on the Nairobi Securities Exchange (NSE).

3.0 OUR VISION, MISSION AND VALUES

3.1 Vision

Powering Communities, Business and Industry for a prosperous Uganda

3.2 Mission

To supply our customers with safe, reliable electricity through an efficient distribution

network and with passionate people, while delivering sustainable shareholder value.

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3.3 Values

3.3. 1 We place Safety of our employees and the public at the centre of our actions.

3.3. 2 We provide exceptional Customer Service experience.

3.3. 3 We act with Integrity, fairness and transparency in all our dealings.

3.3. 4 We deliver services through Team Work.

3.3. 5 We deliver quality services and values through Innovation and the zeal to

succeed continuously raising the bar on our performance.

4.0 OUR COMMITMENT TO YOU

Our pledge to you:

4.1. We will act with integrity in accordance with our Code of Conduct.

4.2. We will be courteous, professional and responsive to your needs.

4.3.We will give you accurate and appropriate information whenever you need it.

4.4. We will respect your privacy and keep your personal information confidential using it

only in accordance with the law.

4.5. We will be accountable for services that don’t meet our standards of quality and

timeliness/accuracy.

4.6. All correspondence will be responded to promptly via our contact channels.

4.7. We will monitor our performance against the standards set out in this Charter.

4.8. We will be open to feedback on our performance and suggestions for improvement

from you and make adjustments to our services based on information received.

4.9. We will respond to and resolve complaints in a timely and fair manner.

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5.0 OUR SERVICE STANDARDS

We undertake the following as our minimum level of service:

5.1 Connection to electricity supply

If you apply for a new connection to electricity supply and have satisfied the regulatory

requirements:

5.1.1 We will endeavour to inspect your premises on receipt of your application and

payment of required fees in accordance to Quality Of Service (QOS) as approved

by ERA.

5.1.2 We will connect you to electricity supply according to the Quality Of Service

standards as approved by ERA.

5.2 Reliability of Electricity Supply

We are committed to providing you with continuous, safe and reliable electricity supply

at all times.

5.2.1 In event of unplanned interruption or emergency, we will notify within 2 hours of

the occurence with estimates of power restoration time.

5.2.2 We aim to restore power supply following an unplanned interruption as soon is

practicable.

5.2.3 Communication of date, time and duration for planned outages will be within 48

hours.

5.2.3 We will restore electricity supply for a planned interruption within the specified

time and where the time is likely to be exceeded, we will communicate accordingly.

5.3 Disconnection and Reconnection of Supply

5.3.1 We may disconnect your supply if you have not paid your bill or adhered to your

obligation to make payments in accordance with an agreed payment plan if any.

5.3.2 No disconnection will be made after 3pm on a weekday, on Fridays, public holidays

or the day before a public holiday, except for planned outages.

5.3.3 Reconnections will be made within 48 hours after payment of required fees.

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5.4 Billing of Supply

5.4.1 We will read your meter at least once every 3 months for billing purposes.

5.4.2 Estimated bills will be automatically adjusted at the next bill.

5.4.3 We will provide a monthly bill to all our postpaid consumers.

5.5 Complaints Handling and Resolution

5.5.1 Our Service Centres will be open during working hours and the Contact Centre is

accessible 24/7.

5.5.2 We will resolve all consumer queries at the first point of contact.

5.5.3 We aim for quick and satisfactory resolution of complaints and update on progress

in case of prolonged resolution.

5.5.4 We expect clear and detailed facts about the complaint to ensure satisfactory

resolution.

5.5.5 You may appeal to Electricity Regulatory Authority (ERA) or the Electricity Disputes

Tribunal (EDT) for unresolved or unsatisfactory resolution of your

complaints.

6.0 YOUR COMMITMENT TO US

In order to serve you better, we ask you to:

6.1. Appreciate the efforts of our employees and treat them with mutual respect.

6.2. Always pay your outstanding bill by the due date shown on your bill.

6.3. Ensure that all the information you give us is correct and notify us of any changes

that may affect our service provision.

6.4. Do not misuse, tamper or interfere with electricity wires, meters or equipment on

your property, or allow anyone else to do so, unless authorised.

6.5. Use electricity safely and for the specified purpose.

6.6. Act in a manner to protect any UMEME installations from physical and technical harm.

6.7. Let us know as soon as possible when we do not meet your expectations. We will

investigate your complaint and tell you what we have done about it.

6.8. To help us give you the best possible service, we welcome suggestions for

improvement to address any difficulties you are experiencing.

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7.0 HOW TO CONTACT US

We are committed to providing you with the best service we can. If you have a query or

complaint we encourage you to contact us through the following channels:

TELEPHONE

0800 285285 or 0800 385385 (toll-free)

0312 185185

DIGITAL MEDIA

App: Umeme Mobile

Facebook: Umeme limited

Twitter: @Umemeltd

Whatsapp: 0772 285285

Email: callcentre @umeme.co.ug/info@umeme.co..ug

Website: www.umeme.co.ug

HEAD OFFICE

2nd Floor Rwenzori House,

Plot 1, Lumumba Avenue,

P.O Box 23841, Kampala

Tel: 0312 360600

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CENTRAL

Bombo Service Centre,

Plot 12, Kalangala Road, Bombo

Kabalagala Service Centre, Tirupati Mall, Ggaba Road, Nsambya

Kampala Metro Service

Centre, Plot 5, Pilkington Road

Kayunga Service Centre, Hospital Lane

Kitintale Service Centre, Plot 243, Luzira-Kitintale

Kireka Service Centre, Lico Holdings Building, Plot 103

Entebbe Service CentrePlot 26, Kampala Road

Najjanankumbi Service

Centre, 2nd Floor, Freedom City Mall, Namasuba, Entebbe Road

Nakulabye Service Centre,

Nakulabye Plaza.Kibuga, Mengo

Nateete Service Centre, Gamba Plaza. Nalukolongo, Nateete Ntinda ServiceCentre,Plot 31, Ntinda Complex building

Mubende Service Centre, Bus Park Road

Naalya Service Centre,

Quality Shopping Mall, 1st Floor

Lugazi Service Centre, Ntenga Road

Wandegeya Service Centre, Plot 1064 & 956, Bombo Road

WEST

Bushenyi Service Centre, Ishaka, Opposite Basajja Police Station

Fort Portal Service Centre, Plot 7 Rukiidi (111) Street

Hoima Service Centre, Plot 10 Main Street

Kabale Service Centre, Plot 127 Kabale Road

Kasese Service Centre, Plot 39 Block 425, Margarita Road

Masaka Service Centre,

Plot 30 Kampala-Masaka Road

Mbarara Service Centre, Plot 19 High Street

Mityana Service Centre, Plot 39 Mityana Road

Rukungiri Service Centre, Republic Road Zone

Kisoro Service Centre, Mutanda Road

EAST

Iganga Service Centre,

Plot 109 Old Market Street

Jinja Service Centre, Plot 14/16 Oboja Road

Kamuli Service Centre, Plot 1-2 Katalo Road

Mbale Service Centre, Plot 42 Cathedral Avenue

Mukono Service Centre, Plot 98-102 Kampala Road

Soroti Service Centre, Soroti Avenue

Tororo Service Centre, 1a & 1b Bazaar Street

NORTH

Gulu Service Centre, Plot 28 Gulu Street

Kitgum Service Centre, Janan Luwum Road

Lira Service Centre, Plot 1 Maruzi Road

Masindi Service Centre, Masindi Port Road

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