| FREQUENTLY ASKED QUESTIONS (FAQS) ABOUT UMEME |
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| 1. | Who is UMEME?
UMEME is a Ugandan registered electricity distribution company. It was awarded the distribution concession in March 2005 after the restructuring of the electricity sector by the Government of Uganda with guidance from the World Bank.
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| 2. | Who owns UMEME?
UMEME Ltd is a major investment of Actis' Infrastructure 2 fund. Actis is a leading investor in emerging markets investing exclusively in Asia, Africa and Latin America. Actis has specialist teams dedicated to private equity, infrastructure and real estate and has a track record built on growth capital and leadership in control investing across its markets. The Common Wealth Development Corporation (CDC) of the United Kingdom, a UK government-owned company is the largest investor in Actis'Infrasturcuture 2 Fund and as such continues its relationship with UMEME indirectly through Actis.The firm's headquarters are in the United Kingdom and Actis' investment management team provides funding and advisory services to the Board of Directors of UMEME.
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| 3. | What specific activities is UMEME involved in?
Our core business in Uganda is electricity distribution which involves; new connections, meter reading, billing, revenue collection, disconnections, network maintenance and rehabilitation, and customer sensitization.
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| 4. | Where do I pay for a new connection? |
| |  | At any of or your nearest UMEME service centre |
| | | At any of or your nearest Partnering BankEnsure that you obtain a valid receipt for your payments and remember that no payments should be made to any of our field staff |
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| 5. | How do I make payments for my monthly power consumption bills and any other services rendered by UMEME?
All payments to UMEME can be made at any of our service centres or any partnering bank.Please always ensure you make a payment with a bill to ensure your account details are correctly identified.
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| 6. | I paid my bill but the payments aren't showing on my bill why?
Payments could have been made after billing took place which is usually 15th of every month or an error could have occurred during the billing process.You should call Customer Care Helpline and provide your account name and number so they customer service representatives can assist you or go directly to the UMEME office at which you paid and let the staff there help you.
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| 7. | What is the amount (minimum/maximum balance) for an account to be disconnected?
We encourage you to pay your entire bill on time to avoid any unnecessary inconveniences. Should you experience payment difficulties, please contact your nearest UMEME office or call the Customer Helpline 0800 185185, quoting your account name and number
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| 8. | I have been disconnected yet I had already paid?
You will need to contact your nearest area office for assistance or call the Customer Helpline toll free line 0800185185 quoting your account name and number.
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| 9. | Why am I not reconnected as soon as I pay up my bill after being disconnected?
Disconnection will occur when you have not made your payments on time. We have a team of technical people who re-connect defaulting customers and this has to be arranged as per their work schedule. We endeavor to reconnect you as soon as possible.
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| 10 | What kind of electricity problems do I report to the Customer Helpline? |
| | | Electricity Supply related problems like; no electricity in your area, faulty transformer, power theft, etc. |
| | | Billing problemsEmergency related issues such as fallen and sagging wires should be reported on the Safety Emergency Line 0800 185186
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| 11. | How do I tell that some one is a true staff member of Umeme and not an Impersonator
-Insist on identification- a laminated Umeme ID-Record the Registration number of motor vehicle or motor cycle.-In case of doubt, please call Umeme on toll free line 0800185185.
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| 12. | Why don't I have a meter yet I have legally connected Electricity andwho can I contact for one?
Once the prospective customer completes the process of applying for new power connection, Umeme installs the power supply inclusive of a meter. Power connection without a meter is illegal and should be avoided. Please report anybody who connects power supply without a meter, to the nearest UMEME office or report to UMEME's toll free line.
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| 13. | Why do I take long to get my bills?
Ordinarily, a customer should receive the first bill within 30 days after connection on new supply. If you don't receive a bill within the first 30 days, please contact your nearest UMEME service centre.Our Partnering banks are: Barclays bank, Citi Bank, Crane Bank, DFCU Bank, Post Bank, Stanbic Bank and Standard Chartered Bank.FOR ALL CUSTOMER QUERIES, Please call Umeme's toll free line 0800185185
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| 14. | What procedures do i undergo to have my complaint dealt with? |
| | | Complaints can be raised in person, by phone, or in writing.
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| | | 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
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| | | 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
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| | | The customer is given a copy of the proforma. A copy of this proforma is then directed to Umeme staff for resolution.
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| | | 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.
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| | | 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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