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