Power Restoration

Power interruptions

• Power interruptions may be as a result of faults, scheduled maintenance outages or load shedding. Faults could arise due to overload, system failure, poor network, heavy rain storms, etc. Maintenance outages are always notified in advance. Load shedding schedules are set by the transmission company and Umeme has no control over this type of power interruption. Customers are always advised to check the newspapers for any outages or load shedding notifications. FM stations also give these notices
  
  
• Whenever power goes off, a customer should call 031-2185185 (MTN), 041-4185185(UTL), 075-2185185(CELTEL) or the nearest Umeme office. They will need to give name, location, telephone contact, time of occurrence, and nature of the fault. This complaint will then be logged into the system. The technical crew will then attend to it. Care must be taken to give a description of the place as exactly and reachable as possible.
  
  
• Customers can ring the numbers above help line to report faults both during the day and night. There is a 24 hours service crew (faults-men and call centre staff) who handle these emergencies.
  
  
• Power restoration is handled as fast as possible (within 4 to 6 hours) if the fault is not severe. For example: off supply, low voltage, loose jumper, etc. However, if the fault is severe, for example: broken conductor, blown transformer, broken pole etc; restoration may take more than 2 days. Broken conductors must be reported immediately and maximum effort must be taken to stay away from the place of occurance.
  
  
• If there is a shock in the house, effort must be taken to switch off the supply from the mains before reporting.