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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/[email protected]
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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