New vehicles: ready for field activities. Once a bill has been delivered, it is the customer's responsibility to pay it within 7 days. If payment has not been made, revenue collectors will be sent to the premises to disconnect the customer. A disconnection order is then written showing the customer Account Number, Name, Location, Reference Number, Meter Number, Amount owed, Method of Disconnection, Name of the Revenue Collector and date of disconnection. Disconnection is currently based on arrears. Once, the previous bill has not been cleared up to the next billing cycle, the customer is eligible for disconnection.
Disconnections are made for various reasons:
- Unsettled bills
- Dangerous installation
- Power theft
- Unsafe supply
- Customer request
Once disconnected for non-payment, reconnection can only be done upon full settlement of the bill plus a prescribed reconnection fee. If disconnected for other reasons, reconnection can be done upon payment of any penalties incurred and reconnection fee, or until the reason for disconnection has been resolved. All reconnections have to be authorised by Umeme before any payment may be done. A reconnection order must be issued in respect of this. Disconnection Methods. - Fuse/Cut-out. The fuse is removed from the cut-out
- Jumper. The jumper is disconnected from the pole
- Service recovery (cable, cut-out, meter) - materials are removed from the customer's premise. This method is applied for very huge bills, which have not been settled over a long time. It is also applied on very stubborn customers who may self-reconnect themselves on first disconnection
Payment of Bills.
When paying, the customer is advised to come with a bill showing the account number and any other relevant information. ALL payments must be done at the cashier's counter and a receipt MUST be issued to the customer. The customer is advised to crosscheck that the amount paid corresponds with what appears on the receipt. However if a bill is not available, the customer can use the receipt to come and pay. Payment can be done at any Umeme office where there is a cashier's counter.
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