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Home , Ggaba, Kabale, Kampala, Kireka, Masaka, Mbarara

Introduction This Consumer Service Charter explains ’s commitment to consumers and our expectations from them. This charter also provides a basis for provision of high quality service that meets consumer expectations and regulatory requirements while supporting the core strategic business objectives.

1.0 CONTENT This Consumer Service Charter informs you about • Who We Are • Our Vision, Mission and Values • Our Commitment To You • Our Service Standards • Your Commitment To Us • How To Contact Us

2.0 WHO WE ARE UMEME is the largest electricity distribution company in mandated to: operate, maintain, upgrade and expand the distribution network; retail electricity to customers and to improve efficiency within the electricity distribution system. We are regulated by The Electricity Regulatory Authority (ERA) and are listed on the Uganda Securities Exchange (USE) and on the Securities Exchange (NSE).

3.0 OUR VISION, MISSION AND VALUES 3.1 Vision Powering Communities, Business and Industry for a prosperous Uganda 3.2 Mission To supply our customers with safe, reliable electricity through an efficient distribution network and with passionate people, while delivering sustainable shareholder value.

2 3.3 Values 3.3. 1 We place Safety of our employees and the public at the centre of our actions. 3.3. 2 We provide exceptional Customer Service experience. 3.3. 3 We act with Integrity, fairness and transparency in all our dealings. 3.3. 4 We deliver services through Team Work. 3.3. 5 We deliver quality services and values through Innovation and the zeal to succeed continuously raising the bar on our performance.

4.0 OUR COMMITMENT TO YOU Our pledge to you: 4.1. We will act with integrity in accordance with our Code of Conduct. 4.2. We will be courteous, professional and responsive to your needs. 4.3.We will give you accurate and appropriate information whenever you need it. 4.4. We will respect your privacy and keep your personal information confidential using it only in accordance with the law. 4.5. We will be accountable for services that don’t meet our standards of quality and timeliness/accuracy. 4.6. All correspondence will be responded to promptly via our contact channels. 4.7. We will monitor our performance against the standards set out in this Charter. 4.8. We will be open to feedback on our performance and suggestions for improvement from you and make adjustments to our services based on information received. 4.9. We will respond to and resolve complaints in a timely and fair manner.

2 3 5.0 OUR SERVICE STANDARDS We undertake the following as our minimum level of service: 5.1 Connection to electricity supply If you apply for a new connection to electricity supply and have satisfied the regulatory requirements: 5.1.1 We will endeavour to inspect your premises on receipt of your application and payment of required fees in accordance to Quality Of Service (QOS) as approved by ERA. 5.1.2 We will connect you to electricity supply according to the Quality Of Service standards as approved by ERA. 5.2 Reliability of Electricity Supply We are committed to providing you with continuous, safe and reliable electricity supply at all times. 5.2.1 In event of unplanned interruption or emergency, we will notify within 2 hours of the occurence with estimates of power restoration time. 5.2.2 We aim to restore power supply following an unplanned interruption as soon is practicable. 5.2.3 Communication of date, time and duration for planned outages will be within 48 hours. 5.2.3 We will restore electricity supply for a planned interruption within the specified time and where the time is likely to be exceeded, we will communicate accordingly. 5.3 Disconnection and Reconnection of Supply 5.3.1 We may disconnect your supply if you have not paid your bill or adhered to your obligation to make payments in accordance with an agreed payment plan if any. 5.3.2 No disconnection will be made after 3pm on a weekday, on Fridays, public holidays or the day before a public holiday, except for planned outages. 5.3.3 Reconnections will be made within 48 hours after payment of required fees.

4 5.4 Billing of Supply 5.4.1 We will read your meter at least once every 3 months for billing purposes. 5.4.2 Estimated bills will be automatically adjusted at the next bill. 5.4.3 We will provide a monthly bill to all our postpaid consumers. 5.5 Complaints Handling and Resolution 5.5.1 Our Service Centres will be open during working hours and the Contact Centre is accessible 24/7. 5.5.2 We will resolve all consumer queries at the first point of contact. 5.5.3 We aim for quick and satisfactory resolution of complaints and update on progress in case of prolonged resolution. 5.5.4 We expect clear and detailed facts about the complaint to ensure satisfactory resolution. 5.5.5 You may appeal to Electricity Regulatory Authority (ERA) or the Electricity Disputes Tribunal (EDT) for unresolved or unsatisfactory resolution of your complaints. 6.0 YOUR COMMITMENT TO US In order to serve you better, we ask you to: 6.1. Appreciate the efforts of our employees and treat them with mutual respect. 6.2. Always pay your outstanding bill by the due date shown on your bill. 6.3. Ensure that all the information you give us is correct and notify us of any changes that may affect our service provision. 6.4. Do not misuse, tamper or interfere with electricity wires, meters or equipment on your property, or allow anyone else to do so, unless authorised. 6.5. Use electricity safely and for the specified purpose. 6.6. Act in a manner to protect any UMEME installations from physical and technical harm. 6.7. Let us know as soon as possible when we do not meet your expectations. We will investigate your complaint and tell you what we have done about it. 6.8. To help us give you the best possible service, we welcome suggestions for improvement to address any difficulties you are experiencing.

4 5 7.0 HOW TO CONTACT US We are committed to providing you with the best service we can. If you have a query or complaint we encourage you to contact us through the following channels:

TELEPHONE 0800 285285 or 0800 385385 (toll-free) 0312 185185

DIGITAL MEDIA App: Umeme Mobile Facebook: Umeme limited Twitter: @Umemeltd Whatsapp: 0772 285285 Email: callcentre @umeme.co.ug/[email protected] Website: www.umeme.co.ug

HEAD OFFICE 2nd Floor Rwenzori House, Plot 1, Lumumba Avenue, P.O Box 23841, Tel: 0312 360600

6 CENTRAL Service Centre, Service Centre, Bus Park Road Mutanda Road Bombo Service Centre, Service Centre, EAST Plot 12, Kalangala Road, Bombo Quality Shopping Mall, 1st Floor Iganga Service Centre, Service Centre, Plot 109 Old Market Street Tirupati Mall, Road, Service Centre, Ntenga Road Jinja Service Centre, Service Centre, Kampala Metro Service Plot 14/16 Oboja Road Plot 1064 & 956, Bombo Road Centre, Kamuli Service Centre, Plot 5, Pilkington Road WEST Plot 1-2 Katalo Road

Kayunga Service Centre, Service Centre, Service Centre, Hospital Lane , Opposite Basajja Police Plot 42 Cathedral Avenue Station Kitintale Service Centre, Mukono Service Centre, Plot 243, -Kitintale Service Centre, Plot 98-102 Kampala Road Plot 7 Rukiidi (111) Street Service Centre, Service Centre, Lico Holdings Building, Plot 103 Service Centre, Soroti Avenue Plot 10 Main Street Service Centre Service Centre, 1a & 1b Bazaar Street Plot 26, Kampala Road Service Centre, Plot 127 Kabale Road NORTH Service Centre, Service Centre, Service Centre, 2nd Floor, Freedom City Mall, Plot 39 Block 425, Margarita Plot 28 Gulu Street Road Namasuba, Entebbe Road Kitgum Service Centre, Service Centre, Nakulabye Service Centre, Janan Luwum Road Plot 30 Kampala-Masaka Road Nakulabye Plaza.Kibuga, Mengo Lira Service Centre, Service Centre, Service Centre, Plot 1 Maruzi Road Plot 19 High Street Gamba Plaza. Nalukolongo, Service Centre, Nateete Service Centre, Road ServiceCentre, Plot 39 Mityana Road Plot 31, Ntinda Complex building Service Centre, Republic Road Zone

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