customer information booklet 1 · 2017-11-20 · information booklet customer information booklet...

Customer Information Booklet 1

Customer Information Booklet2

WELCOME 04

WHO WE ARE 05

OUR FOOTPRINT 06

HOW TO FIND US 07

CONNECTION PROCESS 08

OUR PLEDGE 11

COMPLAINT HANDLING 13

MOBILE APP 15

PAYMENT CHANNELS 17

UNDERSTANDING YOUR METER 20

EXPLAINING YOUR BILL 27

SAFETY 30

POWER SAVING TIPS 33

SAY NO TO CORRUPTION 34

Customer Information Booklet



Customer Information Booklet4 5

.

Welcome to the Umeme Customer Information Booklet.

Umeme is proud to provide your homes and businesses with

safe and reliable electricity supply and are committed to

ensuring that you have a positive customer experience while

consuming our products and services.

This booklet will provide you with information about the

products and services we offer and the various procedures

that we follow. It will also answer questions you may have

about us. If you still have unaswered queries after reading the

booklet, please contact our customer service professionals

who will be happy to assist.

I hope you find this information booklet helpful.

Thank you.

WELCOME NOTE WHO WE ARE

Our Vision

Our Mission

Our Values

6Customer

Information Booklet

OUR FOOTPRINT

03Umeme’s footprint

PHYSICAL ADDRESS 2nd Floor, Rwenzori House, Plot 1 Lumumba Avenue, P.O Box 23841, Kampala

TELEPHONE0800 285 285 (toll-free)0800 385 385 (toll-free)0312 185 185

DIGITAL MEDIAApp: Umeme MobileFacebook: Umeme limited Twitter: @Umemelimited

Whatsapp: 0772 285 285Email: [email protected] / [email protected]: www.umeme.co.ug

Our Service Centres

HOW TO FIND US

CENTRAL

Bombo Service CentrePlot 12, Kalangala Road, Bombo

Kabalagala Service CentrePlot 1207, Ggaba Road, Nsambya

Kampala Metro Service CentrePlot 5, Pilkington Road

Kayunga Service CentreHospital Lane

Kireka Service CentreLico Holdings Building, Plot 103

Kitintale Service CentrePlot 243, Luzira-Kitintale

Najjanankumbi Service Centre2nd Floor, Freedom City Mall, Namasuba, Entebbe Road

Nakulabye Service CentreKibuga, Mengo

Natete Service CentrePlot 2449, Block 8, Natete

Mubende Service CentreBus Park Road

Naalya Service CentreQuality Shopping Mall, 1st Floor

Ntinda Service CentreNtinda Complex Building, Plot 31

Lugazi Service CentreNtenga Road

Wandegeya Service CentrePlot 1064 & 956, Bombo Road

WEST

Bushenyi Service CentreIshaka, Opposite Basajja Police Station

Fort Portal Service CentrePlot 7, Rukiidi (111) Street

Hoima Service CentrePlot 10, Main Street

Kabale Service CentrePlot 127, Kabale Road

Kasese Service CentrePlot 39, Block 425, Margherita Road

Masaka Service CentrePlot 30, Kampala-Masaka Road

Mbarara Service CentrePlot 19 High Street, Mbarara

Mityana Service CentrePlot 39, Mityana Road

Rukungiri Service CentreRepublic Road Zone

Kisoro Service CentreMutanda Road

EAST

Iganga Service CentrePlot 109, Old Market Street

Jinja Service CentrePlot 14/16, Oboja Road, FRV 201

Kamuli Service CentrePlot 1-2 Katalo Road

Mbale Service CentrePlot 42, Cathedral Avenue

Mukono Service CentrePlot 98-102, Kampala Road

Soroti Service CentreSoroti Avenue

Tororo Service Centre1A & 1B, Bazaar Street

NORTH

Gulu Service CentrePlot 28, Gulu Street

Kitgum Service CentreMaama Kay Plaza, Plot 6, Jiloo Irwa Road

Lira Service CentrePlot I, Maruzi Road

Masindi Service CentreMasindi Port Road




APPLICATION & REGISTRATION

INSPECTION PAYMENT &CONNECTIONS

Fill out application form. Pay the inspection fees.

Our team will visit you for inspection within 2 working days.

A meter will be installed within 5 working days of payment.

Description Inspection

a) Domestic/Residential UGX 41,300

b) Commercial - Single Phase UGX 47,200

c) Commercial - Three Phase UGX 88,500

d) Industrial (Medium & Large) UGX 118,000

Description Capital Contribution Total

a) Domestic/Residential UGX 98,000 UGX 98,000

b) Commercial - Single Phase UGX 98,000 UGX 98,000

Description Capital Contribution Total

a) Domestic/Residential UGX 326,000 UGX 326,000

b) Commercial - Single Phase UGX 326,000 UGX 326,000

New connection Fees (Standard connection - One Pole service).

Description Capital Contribution Security deposit

a) Domestic/Residential (Costed after survey) UGX 200,000

b) Medium Industrial (Costed after survey) UGX 1,000,000

c) Large Industrial (Costed after survey) UGX 2,000,000

New connection Fees (Non- Standard Connections).04 Inspection Fee

1. Domestic: Low voltage supplied at 240 volts e.g. residential houses,

2. Commercial - Single Phase: Low voltage load e.g. supermarkets, restaurants,

salons, shops, kiosks, clinics etc.

3. Commercial - Three Phase: Low voltage below 100 Amperes e.g. small scale

industries, fuel pumps, millers etc.

4. Industrial - Low & High: Voltage of 415 volts with maximum demand up to

500kVA and 11,000 volts or 33,000 volts with maximum demand exceeding

500 kVA but up to 10,000 kVA respectively. Mainly used by large scale

industries.

• Copy of national ID, passport or driving license

• Wiring certificate

• Wayleave permission from land owners through which the line will pass (if applicable)

• Company seal & certficate of incorporation (for companies)

If you are seeking a new connection to electricity supply, kindly follow the steps below:

Note:

OUR STANDARD CHARGESGET CONNECTED IN THREE EASY STEPS



05 New Connections

• Inspection of premises will be done

within 2 days of receiving your

application.

• No pole and 1 pole service

connections will be within 5 days of

payment.

• Schemes and more than 1 pole

service will be connected within 30

days.

Queries & Complaint Management

Offices open from 8am to 4pm

on week days and 9am to 1pm on

Saturdays. The Contact Centre is

accessible 24 hours via telephone,

social media, website or email.

Response Times:

• All consumer queries will be

resolved at the first point of

contact.

• We will aim to resolve complaints

as soon as possible and where this

is not practical, keep you updated

of progress until the complaint is

resolved.

Appeal Process

Report to the District Manager/

Regional Manager/Head of

Customer Service.

If your complaint is not resolved

to your satisfaction you can also

appeal to the Electricity Regulatory

Authority (ERA) and the Electricity

Disputes Tribunal (EDT).

Disconnection/Reconnection Process

• A disconnection notification will

be sent out 48 hours in advance via

SMS or on the monthly bill.

• Revenue collection teams will have

their names displayed on their

branded overcoats.

• Disconnections for non-payment

will not be done after 3pm on a

weekday, on a Friday, on a weekend,

on a public holiday or on the day

before a public holiday.

• Reconnection of supply will be

within 48 hours of payment.

Outage Management

• Notification of planned outages

will be made through any of our

communication channels at least

48 hours in advance specifying the

proposed interruption date, time

and duration.

• Restoration of electricity supply

for a planned interruption will be

within the specified time and where

the time is likely to be exceeded, we

will communicate accordingly.

Billing

• We will read your meter at least

once in 3 months for billing

purposes.

• Bills based on estimated readings

will be automatically adjusted when

actual readings are taken.

• We will provide a monthly bill to all

postpaid consumers.

Communication & Feedback

• Undivided attention will always be

provided to customers in a warm

and pleasant environment.

• Letters and emails will be replied

within 3 working days and 48 hours

respectively.

• Changes in tariff and other charges

will always be communicated via

media, SMS or email.

Zero Tolerance to Corruption

• If you see fraud, theft or an illegal

connection, call our whistle blower

line on 0312 360 777.

• If you are coerced to pay a bribe

or face any corruption related

request, immediately call

0312 360 777 or email

[email protected].

Our commitment to you is to provide the highest standard of customer service.We therefore pledge the following:

POWERING UGANDA OUR PLEDGE TO YOU

GOT A COMPLAINT OR QUERY? Please follow the steps below:



06 Rep

ort

ing Report or send your complaint or query:

• During working hours at Umeme offices:

8am - 4pm Monday - Friday, 9am - 1pm Saturday

• 24/7 to our Contact Centre via website, social media, telephone or e-mail.

Ack

no

wl-

edge

men

t You will be provided with a system generated reference number after your query or

complaint is received.

Han

dlin

g &

Res

olu

tio

n • Responses to queries on bills or account balance will be provided promptly through

your preferred channel of contact.

• Non-technical complaints will be resolved within 7 days. Where a complaint exceeds

7 days, we will provide updates until resolution, which must be within 30 days.

• Technical complaints will be resolved within 12 hours of reporting. However,

exceptional cases such as transformer related complaints will be resolved within 7

days of reporting.

• Emergency cases will be given priority.

Esc

alat

ion

If you are dissatisfied with the way a complaint has been resolved, you have a right to

appeal to the following:

1. District Manager

2. Regional Manager

3. Head of Customer Service

4. Electricity Regulatory Authority (ERA) 0200 506 000 / 0312 260 166,

[email protected]. Plot 15, Shimoni Road, Kampala, Uganda.

5. The Electricity Disputes Tribunal (EDT) 0414 232 987 / 0772 321 847, 2nd Floor,

Amber House, Speke Road, Kampala Uganda

EXPERIENCECONVENIENCE

07Customer

Information Booklet14

Download it NOW!

PAYMENT OPTIONS AVAILABLE


Easy access to your power outage schedule and alerts, account statement, Yaka! tokens and so much more.


So many optionsfor you to payyour power bill!

Enjoy the convenienceof choosing how to

pay your bills.

Options available 24/7

09Customer

Information Booklet16

Get your monthly bill by email!

You don’t need to wait for paper bill delivery, just register

now by either emailing your Umeme account number to

[email protected] or visiting www.umeme.co.ug.



Dial *185# SelectPayments(Pay Bill)

SelectUtilities (Umeme Touch Pay)

SelectEither PayBill or Yaka

EnterA/C No. your Meter No.

EnterAmount

EnterPIN

Confirm & You will receive a verification message

HOW TO USE OUR PAYMENT CHANNELS

a) You can pay your bill or purchase a token through MTN, UTL, Airtel & Africell service providers.

b) Payway Self Service Kiosk (For Yaka!)

• Select Utilities.

• Select Umeme.

• Enter your Yaka! Account number.

• Validation is made and customer name displayed.

• Input telephone number.

• Insert money.

• Confirm payment.

• Press ‘pay’.

• Transaction is completed, you get a printed

receipt and SMS notification with the token.

c) Banks• Walk in to any of our partner banks.

• Pick up a utility payment slip.

• Fill in the details (name, AC number, amount etc).

• Make the payment to designated bank cashier.

• For Yaka! payments, you will receive an SMS containing the

token.

Our Partner Banks Include:Standard Chartered, Stanbic, DFCU, Barclays, Citibank,

Centenary, DTB Bank, Equity Bank, Finance Trust, Housing

Finance, Orient Bank, Post Bank, UBA Bank, Bank of Africa and

Bank of Baroda

ONLINE CARD PAYMENT

10

UNDERSTANDINGYOUR METER

11Customer

Information Booklet20Customer Information Booklet 21

KEY FEATURES OF AN ANALOG METER(POSTPAID)

Meter manufacturer

Consumption register

Direction of disc movement

Meter name plate

Meter body cover

Terminal block

Meter seal

• Once you start using your meter, immediately note down your first reading and then wait for a specified time e.g: a week, month etc.

• After that specified time has elapsed, note down the second reading.

• Subtract the first reading from the second to get your consumption units.

NOTE:



KEY FEATURES OF A DIGITAL METER (POSTPAID)

TO READ YOUR METER, FOLLOW THESE STEPS:Optical eye for programming (used by

Umeme staff only)

Display screen

Yellow interrogation button

Your meter number

Terminal block

This is a name code for your meter order number

This is a name code for current meter time

Time is displayed in formatHH:MM:SS

This is a name code forcurrent meter date

Date is displayed in formatDD: MM: YY

Consumption is displayed as kWh (kilowatt hour)

Consumption is displayed as kWh (kilowatt hour)

This number that is in front of “L” is a name code for your previous month’s consumption

This is a name code for cumulative total consumption

These are the last 6 digits of the meter number as registered by Umeme. They should correspond with the digits in Fig 1.

Press the yellow button once, the display will show your meter number which should correspond with the last 6 digits appearing on the meter plate (where you see the bar codes).

Press the yellow button for the second time and the 24 hour clock displays the time of day.

Press the yellow button for the third time and the date is displayed.

Press the yellow button for the fourth time and the last meter reading appears with the letter L. Note this reading.

Press the yellow button for the fifth time and the current meter readings show, note this reading and subtract it from the last reading at step four to give you your current consumption.

1

2

3

4

5Press yellow button for the

sixth time and it will take you back to step one


Yaka! uses tokens to recharge the meter with credit energy. It will only accept the 20-digit number.

You need your meter number to buy a token from any of our payment channels. You can also press #100# (Conlog Meter) or 100 Enter (Itron Meter) on your CIU to get your meter number.

After purchasing, all you have to do is enter the number into the CIU.

In case of problems with loading Yaka! credit, please check the error codes or contact us for assistance.


Itron A. Power level/remaining battery capacity IndicatorB. Lock out conditionC. Load disconnectedD. Load connectedE. Low credit warning/no creditF. ProcessingG. Entity rejectedH. Entity acceptedI. No load

A.Rate of consumption or abnormal trip IndicatorB. Token or short code entry acceptedC. Short code entryD. Electricity supply connection IndicatorE. System busyF. Token requiredG. Token or short code entry rejectedH. Technical assistance requiredI. KWh credit units remainingJ. Temperature Indicator

AUTOMATED METER READING (AMR)FOR LARGE POWER USERS

THE YAKA! METER (PREPAID)

How it worksA meter installed at your premises sends billing information to the Umeme data collection centre via a wireless network. That data is processed

and then electronically sent to the billing office where your bill is computed.

Benefits of AMR to the customer:• Timely and accurate billing

• Reduced visits from Umeme staff to your premises

• Faster response to incidents and faults

• Availability of consumption data on hourly, daily and weekly basis

Web accessYou can view your consumption and load profile data over the internet. Below are the steps to access this information.

How to load Yaka!

Log into the Online AMR System to access your

consumption data and load profiles

Fill in the form and submit it to the Umeme district office

which covers your area.

Download the AMR Web Access Agreement Form

from our website

*Forms can also be obtained from district offices. Please visit our website for more details.

Your request will be reviewed by the district supervisor and if approved, you will be contacted

with your login details.


1. Customer particulars and connection type.2. Particular date details.3. Details of last received payment and balance brought

forward.4. Details of meter number, previous and current readings,

and energy consumption charges.5. Details of other charges applicable.6. Details of outstanding balance/amount.7. Details of consumption period, type

(whether actual/estimated).8. Message box for related information.9. Tear off slip used when making payments.

COPY BILL

UMEME LIMITED

JINJA RD ZONE, BUKOLOTO ASONI ZONEKAYUNGA

AREA: KAYUNGA

205181632

641722036

COMMERCIAL

109 - [F0003]-[TX0001]-A-021300

01/04/2017 02/04/2017 12/04/2017

JINJA RD ZONE, BUKOLOTO ASONI ZONE, KAYUNGA

BAL. B/FWD 1,170,712.24PAYMENT REC'D -1,170,713.00ENERGY OFF-PEAK U215875 6619 6873 1 254 391.50 99,441.00

ENERGY SHOULDER 11858 12812 1 954 628.10 599,207.40

ENERGY PEAK 5994 6394 1 400 815.90 326,360.00

FUEL ADJ 1608 0.00 0.00INFLATION ADJ 1608 0.00 0.00FOREX EX ADJ 1608 0.00 0.00SERVICE CHARGE 3,472.00V.A.T. 18.00% 185,126.47

0.00 0.00 0.00 1,213,606.11 1,213,606.11

01/03/17 to 01/04/17 ACTUAL 02/04/2017

Dear Customer, Thank you for keeping your ACCOUNT UP TO DATE. Consider any fallen wires as live. Avoid any contact with them and call 0800185186 immediately. Approximate breakdown of charges: UMEME 17% UEDCL / UETCL 12% Generators 71%

205181632 02/04/2017

UMEME LIMITED

JINJA RD ZONE, BUKOLOTO ASONI ZONEKAYUNGA

641722036

1,213,606.11

Page 1 of 1

04/11/2017file:///C:/Users/ppg168/AppData/Local/Temp/OPE5F3E.tmp.html

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EXPLAINING YOUR BILL

0800 285285



Bill components

• Units consumed: Current – Previous meter

reading.

• Service charge: Amount charged for

maintenance of power installations.

• Energy charges: Units consumed x

approved tariff rate.

• Value Added Tax (18%): Surcharge

applicable on all energy sales.

Bill computation

Current monthly readings are subtracted

from those that were collected in the previousmonth to compute your consumption in that period as illustrated below:

Current reading 140803

Previous reading 140502

Units consumed (kWh/KVA) 301

Your monthly consumption is calculated based on the approved quarterly tariff structure by Electricity Regulatory Authority (ERA), for the different customer categories.

Bill estimation

Bills are sometimes estimated when our staff are unable to read your meter in a given

month. This can be due to adverse weather, locked premises, guard dogs or other reasons.

The word “ESTIMATE” will appear under consumption type on the bill and letter “E” will also be indicated on the current reading. This estimated bill is only a provisional charge which will be corrected automatically the next time actual readings are picked.

What to do if your meter has a problem

In the event you suspect that your meter is not functioning normally, please visit the nearest Umeme Service Centre and apply for meter testing. A fee of UGX 5,000 will be charged.

What to do when you do not receive your electricity bill

You can also get your billed amount direct on your mobile phone by typing “BILL <space> ACCOUNT NUMBER <space> MONTH <space> YEAR.” For example, for a March Bill, type (BILL 20XXX 03 2016) and SEND to 8185. In the event that this has not been possible due to unavoidable circumstances, please do any of the following:

Email our contact centre at:[email protected], or call:0800 285 285 or 0800 385 385 (toll free)0312 185 185, 0414 185 185.

Termination of service

• Service to a customer will be terminated

and materials (meter, solidal cable & circuit

breaker) recovered where no consumption

is registered for a consecutive period of six

months (meter reading ‘zero’). A notice is

issued before termination.

• Service can also be terminated on the

request of a customer at any time provided

that the outstanding bill is cleared.

KEY ISSUES TO NOTE:

WE APPRECIATEYOUR FEEDBACK

1328

YOUR SAFETYIS OUR PRIORITY

14WE PLACE SAFETY AT THE HEART OF OUR ACTIONS While it may have many beneficial uses, electricity can also be very dangerous. Improper use of electricity can lead to loss of life and cause damage to property. We need to be very careful when we are handling electrical appliances. We must not forget that electricity can flow through water, and your body as well. The following tips will help keep you safe from the harmful effects of electricity.

Do not dry clothes on metallic washing lines connected from house to house.

Dry your clothes safely using free

standing structures.

Do not cut trees near or under electricity lines.

Always call Umeme to help you cut the trees safely.

Do not construct buildings near or under electricity lines.

Construct buildings/structures safely

away from electricity lines.

Power theft may lead to loss of lives or property. Report illegal connections to our call centre..

30 31Customer Information Booklet




TIPS ON HOW TO MANAGE YOURPOWER BILLS

Iron clothes while still damp. You spend less energy and less time removing creases.• Use a flat iron with heat control so that you can regulate the temperature.• Iron many clothes at once. A flat iron uses more power to heat up than to stay hot.• Switch off your flat iron when you’re finished using it.

Instant water heaters take a shorter time to heat water and use less energy.• When heating water over a stove, keep the container covered to retain heat.

• Prepare all the items you intend to cook before you turn on the heat source.• Old appliances require more energy before heating up fully. Try to replace them.• Switch off cooking appliances when not in use.• Save energy by cooking all at once.• Cover saucepans to retain heat and avoid warming food frequently.• Food flasks help to retain heat in food.

• When not in use, switch off lights.• Energy saving bulbs save you more in the long run.• Use natural light as much as possible.• Switch off security lights as soon as there’s daylight.

• The larger the fridge, the more power it will consume.• Clean your fridge often. Especially the condenser coils, fins and motor.• Defrost fridges regularly. Frost makes your fridge work harder, using more power.• Shutting fridge doors lightly causes the fridge to work harder and use more power.• Leave a space between the fridge and other furniture to facilitate ventilation and help it work more efficiently.

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Save Power,Save Money



SAY NO TOBRIBERY

Whether it is participating in fundraising races or community cleaning drives, Umeme has always participated in various charity activities and projects. From time to

time, Umeme has also championed charity activites for the disadvantaged, held educative workshops in schools and advocated for tree planting as a way to keep our

communities green.

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customer information booklet 1 · 2017-11-20 · information booklet customer information booklet...

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