Dear Guest,
For the past few months, we have been undergoing structural changes to ensure that we provide you our customers with an exceptional service experience. Though it is a continual process, I am pleased to inform you that we are making some steps in the direction of achieving this goal and below are some updates; |
| |  | New Connection times: we have greatly reduced this from 30 working days to 15 days for both "one-pole" service and a "no-pole" service. This will go a long way in reducing on the time our customers today spend off supply after application.
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| | | Area Management structure: the UMEME network footprint has been divided into 6 areas and 25 districts. This means our services countrywide have been decentralized and you can now have access to a shorter complaint and query resolution through your respective area and district manager.
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| | | Billing system: in place now is a new multi-million dollar billing system guaranteed to reduce our billing anomalies. Introduced in October 2008, this system has now been fully implemented and we are now looking at enhancing our system to be a fully integrated customer database for our customers
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| | | Corruption: UMEME has a zero-tolerance to corruption approach in its business. In place, we have a whistle blowing policy where we encourage reports of illegal connections, power theft and corrupt officers.
Customers are encouraged to be on the lookout for such officers and are also reminded that all payments are to be made either at our Service centers countrywide or any of our partnering banks but not to any of our field staff.
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| | | Safety: At the core of our business is the need to provide a safe network and ensure that no lives are lost as a result of our business. In the older parts of the distribution network we continue to work with the communities to ensure that all fallen poles, conductors are reported ahead of time. For this we have installed a toll free number: 0800 185186. A dedicated team has been put in place to follow up on any such reports.
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| | | Pricing: We are interested in helping our customers save on their energy consumption thereby reducing on their power bills. We have shared energy saving tips through the media and our website.
Bulk Metering: We are working with different interest groups especially in the SME Sector to enable them conduct their business in a more energy efficient manner and one such success story has been the millers Association in Kisenyi, which is now being replicated across the other regions in which we operate.
For the larger businesses, we have also introduced power factor correction which is a reward/penalty scheme for good power factor.
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| | | Customer Service Improvement: We have recently re-introduced the Metering Card that empowers you to read your meter and record your readings. You can bring your readings to any of our offices to have an actual bill prepared for you. This will enable you pay for your actual consumption.
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| | | Contact Centre: We now have a toll free number that you can reach us on 24 hours a day; 0800 185185. This Contact Centre is a fully fledged operational unit with a Works Management Centre to ensure that your service queries have a complete resolution curve.
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Should you have any query or service issue, I encourage you to email your respective area and district manager and please copy me in that communication.
Thank you for taking the time to visit our website and I do look forward to your feedback on how else we can improve our service to you.
Charles Chapman
MANAGING DIRECTOR
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