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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 Booklet 3
Customer Information Booklet
Customer Information Booklet4 5
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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
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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
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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
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:
Customer Information Booklet 13
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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
Customer Information Booklet 15
Easy access to your power outage schedule and alerts, account statement, Yaka! tokens and so much more.
Customer Information Booklet 17
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.
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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:
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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
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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.
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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.
Customer Information Booklet
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
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EXPLAINING YOUR BILL
0800 285285
Customer Information Booklet
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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
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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
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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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