2020 Introduction This Consumer Service Charter explains UMEME’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 Uganda 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 Nairobi 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 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. 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. 5.2.4 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. 5.6 Escalation If you’re unhappy with our service, you can appeal to: 1. Service Centre Manager 2. Head of Regional Operations 3. Head of Customer Experience 4. Electricty Regulatory Authority (ERA) 0200 506 000 / 0312 260 166, [email protected] 5. Electricity Disputes Tribunal (EDT) 0414 232 987 / 0772 321 847 5 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. Say no to bribery No sta / contractor is allowed to receive money directly on behalf of Umeme. Call 0312 360777 if solicited 6 6 We are open between 8:00am and 5:00pm on weekdays; Saturday 9am - 1pm. CENTRAL WEST EAST Bombo Service Centre, Bushenyi Service Centre, Iganga Service Centre, Plot 12, Kalangala Road, Bombo Ishaka, opposite Basajja Plot 109, Old Market Street Police Station Kabalagala Service Centre, Jinja Service Centre, Tirupati Mall, Ggaba Road, Fort Portal Service Centre, Plot 14/16, Oboja Road Nsambya Plot 7, Rukiidi (111) Street Kamuli Service Centre, Kampala Metro Service Centre, Hoima Service Centre, Plot 1-2 Katalo Road Plot 5, Pilkington Road Plot 10, Main Street Mbale Service Centre, Kasana Service Centre, Kabale Service Centre, Plot 42, Cathedral Avenue Kaludo Complex, Kasana Town Plot 127, Kabale Road Mukono Service Centre, Kitintale Service Centre, Kasese Service Centre, Plot 98-102, Kampala Road Plot 243, Luzira-Kitintale Plot 39 Block 425, Margarita Road Soroti Service Centre, Kireka Service Centre, Soroti Avenue Lico Holdings Building, Plot 103 Masaka Service Centre, Plot 30, Kampala-Masaka Road Tororo Service Centre, Entebbe Service Centre, 1a & 1b Bazaar Street Plot 26, Kampala Road Mbarara Service Centre, Plot 19, High Street Kayunga Service Centre, Magyigye Service Centre, Hospital Lane Zirobwe Road, Magigye Town Mityana Service Centre, Plot 39, Mityana Road Lugazi Service Centre, Najjanankumbi Service Centre, Ntenga Road 2nd Floor, Freedom City Mall, Rukungiri Service Centre, Namasuba, Entebbe Road Republic Road Zone Paliisa Service Centre, Outa road, YNM Building Nakulabye Service Centre, Kisoro Service Centre, Nakulabye Plaza, Kibuga, Mengo Mutanda Road Sironko Service Centre, Plot 1, Buwalasi View Road, Nateete Service Centre, Mubende Service Centre Sironko Town Council Gamba Plaza, Nalukolongo, Bus Park Road Nateete NORTH Ibanda Service Centre, Ntinda Service Centre, High Street, Plot No. 343, Gulu Service Centre, Plot 31, Ntinda Complex KazRutHouse Plot 28 Gulu Street Naalya Service Centre, Lyantonde Service Centre, Kitgum Service Centre, Quality Shopping Mall, 1st Floor Kyamera Road, Plot 506, Janan Luwum Road Lyantonde Wandegeya Service Centre, Lira Service Centre, Plot 1064 & 956, Bombo Road Ntungamo Service Centre, Plot 1 Maruzi Road Old Kabale-Mbarara Road, Wabigalo Service Centre, Ntungamo Town, Plot 87 Masindi Service Centre, Nakasongola road, Wabigalo Masindi Port Road Trading Center Mpigi Service Centre Block 92, Plot 457, Kiboga Service Centre, Mpigi Town Council Kiboga Town, Wamala Road, Plot 506 7 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: DIGITAL MEDIA App: Umeme Mobile Facebook: Umeme limited Twitter: @Umemeltd Whatsapp: 0772 285285 Email: [email protected] / [email protected] Website: www.umeme.co.ug TELEPHONE 0800 285285 or 0800 385385 (toll-free) 0312 185185 HEAD OFFICE 2nd Floor, Rwenzori House, Plot 1, Lumumba Avenue, P.O Box 23841, Kampala Tel: 0312 360600.