1. Call 0772 185185 / 0752 185185 / 0712 185185 or 0312 185185 in the case of Umeme (as the service provider) and lodge your complaint.

OR

Make a verbal complaint is made to your local area office.

1. Unresolved complaint is lodged in writing to the local area office.
2. If a customer is still dissatisfied with response provided, a written complaint can be transferred to the Head office of the service provider – (Headquarters-Rwenzori House) in the case of Umeme Ltd
3. Failure to have the matter resolved at the Head office, the customer can resort to approaching the Electricity Consumer Committee (ECC) of a given locality to progress the resolution of the problem.
4.  If the complaint is not resolved at head office, a formal complaint may be lodged with the ERA either directly or through the ECCs.
5. Written complaints against ERA’s decisions may also be sent to the Electricity Disputes Tribunal by way of a formal appeal.
6. Decisions of the Tribunal can be appealed to the Courts of Law as last resort.

Evidence of all complaints and correspondence should always be compiled and attached when complaining to a higher level.

How to complain / lodge your complaint:

A wide variety of communication channels are open to you, if your service provider fails to resolve your complaint.

• If writing: address your letter to the CEO – ERA, Plot 15 Shimoni Road – Nakasero. P. O. Box. 10332 Kampala.
• If phoning: call our main office on 256 – 414 341852 / 341646/ or 0312 260166 and tell the operator what your call is about. Our operator will put you through to the correct department who will deal with your enquiry directly.
• Calling in person: pop into our main offices on Plot 15 Shimoni Road, Nakasero, explain to the Customer Affairs Assistant at the front office of ERA House what your visit is about and she will either assist you or direct you to someone who will.
• Get in contact with any member of an existing Electricity Consumer Committee (ECC) and lodge your written complaint with them.
• Faxing: simply fax to our office number at - 0414 – 341624.
• E- mailing: simply e-mail using the e-mail address era@africaonline.co.ug.