Government Clarifies on UMEME Exit and Yaka Units

With the pending exit of UMEME, several Ugandans have expressed fears that there will be increased load-shedding and a lacklustre feedback system. This follows daily power blackouts witnessed over the last few weeks preceding the Umeme exits announcement, thus creating uncertainty. 

To alley fears, the Ministry of Energy has developed “Frequently Asked Questions” (FAQs) to guide the public on key issues surrounding the continuity of power services in Uganda. 

Below is the Question and Answer Guide from the Ministry. 

1. What will happen to Yaka when Umeme exits? 

• Yaka, which is the property of the Government of Uganda and paid through the end-user tariff, will remain in full service even after Umeme exits on March 31. 2025. 
• All assets, including Yaka meters, will remain fully functional, and customers will continue to use Yaka without any interruptions. 

2. How can I continue to buy Yaka? 

• Customers will continue to purchase Yaka through telecoms (MTN & Airtel) and FINTECH platforms. 
• On March 31, 2025, Umeme Touch Pay will be decommissioned, and UEDCL will take over. There will be no disruption to purchasing processes. 

3. What happens to unutilized Yaka units after March 31, 2025? 

• Any unconsumed units purchased before March 31, 2025, will remain valid and customers can continue using them without any loss. 

4. Will my meter number change? 

• No, meter numbers will remain unchanged. UEDCL will maintain the existing system for meter accounts, ensuring continuity for customers. 

4. Customer Service and Support 

• Can I use the current digital platforms for customer service (WhatsApp, social media)? 
• Yes, UEDCL will continue leveraging digital platforms like WhatsApp, X (formerly Twitter), Facebook, YouTube, and podcasts for customer service, complaints, and Inquiries. 

5. What happens to complaints pending resolution by 1st April 2025? 

• Complaints that remain unresolved by 1st April 2025 will continue to be addressed by UEDCL through: 
• Toll-free call center lines: 0800285285, 0800385385, and 0800203088. 
• Digital platforms such as WhatsApp. X. Facebook. YouTube. and podcasts. 

6. What happens to applications and pending meter connections? 

• All pending customers in the system at the time of the handover will be connected by UEDCL. No connection fees will need to be repaid. 
• UEDCL will follow a “first come, first served” approach, aiming to connect customers within the first 100 days after the transition. Offices, Tariffs, and Payments 

7. Will the Service Centers/Offices remain unchanged? 

• Yes, the current Umeme offices will remain operational under UEDCL. UEDCL owns 26 of the 51 area offices previously operated by Umeme. Agreements with landlords for rented premises ensure the continuation of service centers. 

8. Will the tariff change? 

• No, tariffs will continue as approved by the Electricity Regulatory Authority (ERA). UEDCL will Implement these tariffs without any alterations, as UEDCL cannot change the tariff structure set by the regulator. 

9. Will UEDCL charge a service fee? 

• Service fees are part of the approved tariff set by ERA and are borne by the end-user. UEDCL has no authority to alter the service fee. 

10. Can I continue making payments on my current Umeme account (for postpaid customers)? 

• Yes. postpaid customers will continue making payments through the same banks and methods until further notice. UEDCL will ensure a smooth transition of payment systems.