The Uganda Electricity Distribution Company Limited (UEDCL) has released a comprehensive 57-day progress report, detailing major strides in network expansion, customer service, staffing, and investment in infrastructure since the start of its new distribution license in December 2024.
Addressing the public on Wednesday, UEDCL Managing Director Paul Mwesigwa outlined a bold vision to connect 225,000 new customers across Uganda, with over 99% of current applicants already connected to the grid within 57 days.
The milestone follows the launch of the Customer Connection Drive on April 1, 2025, which culminated in the connection of all applicants by May 27. “Our technical teams have maintained a steady rhythm of monitoring and evaluation, allowing us to deliver timely and efficient connections,” Mwesigwa said. “We are no longer reliant on middlemen thanks to our fully operational online application system.”
The company is planning to connect an additional 40,000 customers this year, leveraging direct funding from the Government of Uganda. Connection forums are currently active on nine campuses to facilitate outreach and engagement.
Strengthening the Network Through Planned Shutdowns
In its bid to modernise and reinforce the electricity distribution network, UEDCL has been conducting nationwide planned shutdowns since April. These are scheduled to run through September 2025, with significant upgrades underway at Masaka, Mbale, Soroti, Lira, Mbarara, and Mityana substations.
These activities form part of UEDCL’s $74 million (UGX 274 billion) capital expenditure plan, approved by the Electricity Regulatory Authority (ERA). The investment package includes refurbishing 12 aged substations, constructing 6 new substations and setting up 6 new district offices.
Scaling Up Operations and Training
To match its growing operations, UEDCL has hired over 1,100 staff across the country since the end of 2023, in line with a new organisational structure approved by its shareholders. Currently, 4% of the workforce is undergoing specialised training at the newly renovated Njeru Training Facility.
The training modules emphasise customer service, safety, and operational excellence—a push toward building a skilled and responsive workforce for the future.
Tackling Vandalism and Illegal Connections
Despite its progress, UEDCL faces rising incidents of illegal electricity connections and vandalism, which have caused widespread power blackouts and significant financial losses. To date, the company has apprehended 100 individuals in connection with illegal connections, with numerous incidents reported in Mityana and Mukono.
Through its social media platforms, UEDCL is actively educating the public on the dangers of illegal activity and encouraging community vigilance.
“We appeal to citizens to report any suspicious activity,” Mwesigwa urged. “You can contact us toll-free on 0800289285 or 0800385385, or report through local leaders, police, or the army.”
Customer Service, Community Engagement at the Core
To improve customer experience, UEDCL now operates a 24/7 contact centre alongside several round-the-clock service channels, including toll-free lines, physical offices and social media platforms: Facebook, X (Twitter), LinkedIn, WhatsApp, YouTube, Instagram, and TikTok.
The company also emphasised its renewed community engagement strategy, with outreach programs underway to educate and involve local residents.
“Community engagement is at the heart of our strategy,” said Mwesigwa. “We are using every available platform to listen, respond, and build trust with our customers.”
Looking Ahead
UEDCL reaffirmed its mission to deliver a reliable, efficient, and safe electricity distribution network, especially as Uganda’s population and power demands continue to rise.
“The 57-day journey is only the beginning,” Mwesigwa concluded. “With continued public support and patience, we are determined to stabilise the grid, expand access, and deliver real value to every Ugandan.”
