Customer complaints - Complaints can be raised in person, by phone, or in writing.
- Complaints are categorized into commercial and technical. All complaints have to be addressed to the Customer Care Officer in each district office, or any other officer designated to handle complaints. Complaints can be raised at the nearest Umeme office. Complaints can also be channelled to the Customer Helpline
- Reported complaints are recorded in a customer complaints proforma. The following information will be recorded on the proforma.
- Date of complaint
- Name of customer
- Location
- Account and telephone number
- Meter No.
- Description of the complaint
- Signature of authorized officer and that of the complainant
- The customer is given given a copy of the proforma. A copy of this proforma is then directed to Umeme staff for resolution.
- Wherever possible Umeme tries to resolve complaints immediately. For example; knowing the bill, whether a receipt is posted or not, etc. In such instances, a customer is given either a statement or a copy of the bill.
- In addition, general customer care entails staff members being very customer focused, well knowing that such complaints are the reason for which we are here. It is therefore a collective responsibility of all staff members to care for the customers.
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