UMEME
QUERY/COMPLAINTS HANDLING  


DEFINITIONS
  • Query -an inquiry about UMEME services made by a customer requiring a information or guidance.

  • Complaint - A grievance or expression of dissatisfaction from the customer regarding UMEME services that requires action

Accessibility

Complaints will be received by Umeme through:

  • All Umeme offices during working hours between 8am- 5pm on weekdays, 9am-1pm on Saturday.

  • Call Centre by telephone and e-mail 24/7.

Acknowledgment

Customers will be provided with a system (OICS/IMS) generated Reference number and anticipated response time every time a complaint is reported at District Office or Contact Centre.

Handling

  • Queries not requiring further consultations will be addressed promptly at first contact.

  • Queries requiring further consultations will be forwarded to the relevant office within 1hour of receiving the complaint.

  • All complaints should be forwarded to responsible officers with in 6hrs.

Resolution

  • Non-technical complaints should be resolved with in 7 days.

  • In cases where a non-technical complaint exceeds 7 days due to exceptional circumstances, Customers will be provided with regular updates on the progress every 2 weeks until resolution.

  • Technical related complaints should be resolved within 12hrs from the time of report.

  • Exceptional Technical complaints (breakdowns) should be resolved within 5 days.

Feedback

  • Customers will be informed of the complaint resolution within an hour of closing the complaint in the system.

Redress

Customers dissatisfied with the resolution of the complaint will be informed of the available internal and external appeal processes.