Uganda - Register a Complaint with UMEME

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Procedure

Apply In-Person

1. Individuals can raise complaints against UMEME in person, by reporting or sending your complaints or query on their contact centre via their website, social media telephone number or email address. This should be done before submitting the same complaints to Uganda Electricity regulatory Authority for consideration. The contact information of the UMEME offices can be found in the “Office Location & Contacts” as in the page.
2. Here the applicant will be provided with a system generated reference number after submitting your query or complain to UMEME customer care desk.
   • Responses to queries on bills or account balance will be provided promptly through the applicants preferred channel of contact or communication.
3. Non technical complaints will be resolved within 7days and where a complaint exceeds 7 days, updates will be provided until resolution is reached within 30 days.
4. Technical complaints will be resolved within 12 hours of the time of reporting. However exceptional cases such as transformer related complaints will be resolved within 7 days of reporting. Emergency cases are given priority first.
5. In case the applicant is dissatisfied with the way the complaint has been resolved, the applicant has a right to appeal to the following.
   • UMEME District Manager (if not satisfied)
   • Regional Manager (if not Satisfied)
   • Head of customer care service (if not satisfied you can visit)
   • Uganda Electricity Regulatory Authority.(ERA)
   • The Electricity Disputes tribunal (2nd floor Amber House, speak road, Kampala)

Apply online

1. Send or Report a complaint to UMEME customer service centre Via there website Link UMEME or Via their email customerservice@umeme.co.ug or via Telephone contact during working hours from 8am-4pm and 24/7 via online.
2. You will be provided with a system generated reference number after your query or complaint received.
3. Response on the query will be provided promptly through the same channel of contact preferred or you used when communicating.
   • Technical complaint will be resolved within 12hours of the time of reporting.
   • Non-Technical Complaint will be resolved within 7days.
   • Where a complain exceeds 7 days they will provide updates until resolution is attained,which must be within 30 days.
   • Emergency cases will be given priority.
4. If you are dissatisfied in the way a complain have been resolved, you will have a right to appeal to the following
   • District Manager
   • Regional Manager
   • Head of customer service
   • Electricity Regulatory Authority (ERA)
   • The Electricity Disputes Tribunal(EDT)

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Required Documents

• ID card of complaint.
• Electricity Account Number card (if available)
• Account holder Full Name

Office Locations & Contacts

Ministry of Energy and Mineral Development - Head Office,
Physical address: Amber House, Plot 29/33, Kampala Road
Kampala, Uganda
Phone: 041 4344414
Email: ict@energy.go.ug
Website:Link

Electricity Regulatory Authority - Head Office
New ERA House, Plot 5C-1 Third Street,
Lugogo Industrial Area
P.O.Box 10332,
Kampala, Uganda
Tel: +256 417 101800, +256 393-260166
Complaints Hotline: +256 200 506000
Email: info@era.go.ug
Website: Link

Eligibility

• All electricity users are eligible for this service.

Fees

• This service is free of charge

Validity

The validly of the results of this service is as long as the complaint remains open.

Documents to Use

Please attach documents that can be used by people. e.g. links

Sample Documents

Please attach sample completed documents that would help other people.

Processing Time

• Processing should be prompt but at times, for technical in nature it takes 7 days.

Related Videos

Videos explaining the procedure or to fill the applications. 
Attach videos using the following tag <&video type='website'>video ID|width|height<&/video&> from external websites. 	
Please remove the '&' inside the tags during implementation.
Website = allocine, blip, dailymotion, facebook, gametrailers, googlevideo, html5, metacafe, myspace, revver, 
sevenload, viddler, vimeo, youku, youtube
width = 560, height = 340, Video ID = Can be obtained from the URL of webpage where the video is displayed.
e.g In the following url 'http://www.youtube.com/watch?v=Y0US7oR_t3M' Video ID is 'Y0US7oR_t3M'.

Instructions

Please provide other instructions related to the certificate/documents.
e.g. The state office holds birth records since january 1908.

Required Information

1. Full names of applicant
2. Nationality
3. Identity card number
4. Age
5. Call phone number
6. Email address
7. Account Number
8. Account holder Full Name
9. Complaint Category
10. Service District/Office
11. Complaint summary
12. Complaint mechanism

Need for the Document

• This is information is essential because it gives a basis to investigate your complaint.

Information which might help

• Section 93 of the Electricity Act, Chapter 145, Laws of Uganda provides for the establishment of an Electricity Disputes Tribunal.
• By statute, the jurisdiction and primary objective of the Electricity Disputes Tribunal is to hear and determine all matters referred to it relating to the electricity sector.
• This includes electricity disputes between consumers and licensees charged with generation, transmission and distribution of electricity in Uganda and disputes between electricity sector players in exercising her functions; Electricity Disputes Tribunal has powers of the High Court of Uganda.
• Customer Care offices of the Distribution Companies are responsible for the complaints of consumers as a first call point.
• The new initiative of the Authority to encourage service providers/licensees to create a customer service attitude in the sector has improved as compared to the previous years.

Other uses of the Document/Certificate

Please explain what are other uses of obtaining this document/certificate.
e.g. Birth Certificate can be used as proof of identity.

External Links

• Complaint Handling Pdf
• External link

Others

More information which might help people.