A customer shall be eligible for disconnection if full payment is not received beyond the due date stated on the bill.
Customers with delayed payments shall be alerted atleast 2 days before disconnection is effected.
Domestic customers may be alerted by SMS, print notices or through the media. Print notices will be issued where telephone contacts are not available.
Three phase customers will be alerted in writing, by telephone, Email, and where possible, through face-face meetings.
A disconnection order shall be issued to the Customer each time a disconnection is effected.
Our field staff / disconnection contractors shall have their names imprinted on their branded overcoats and will carry IDs issued by their respective companies in a manner that is visible to customers.
No customer shall be disconnected after showing proof of full payment that may not have been considered at the time of generating the disconnection order.
Customers with complaints or queries concerning their accounts will not be disconnected until such complaints have been appropriately resolved and the Customer notified of the action taken.
The Disconnection / Reconnection Field teams will strictly abide by Umeme`s high standards of ethical behavior as laid down in the Code of Conduct.
Any offending person will be subjected to disciplinary measures according to the company procedures.
Disconnections will be carried out before 3pm on weekday's only, excluding Friday and public holidays. No disconnection will be effected on a day preceding a public holiday.
Customers will be reconnected as soon as it is practically possible, in any case not later than 24 hrs. In case of wrongful disconnection, reconnection shall be effected as soon as possible, in any case not later than 6hrs.
Customers will be informed on the reconnection order of the time frame within which reconnection will be effected and contact details of the help lines available.