The customer will be given an application form to insert details such as name, zone, and type of service; whether domestic, commercial or otherwise, telephone number etc.The passport size photo and the Wiring Certificate will be attached to this form.The customer is also required to sign a declaration form at the back of the application form. This form states the conditions of supply. The prospective client will then be required to pay an inspection fee of Shs. 23,600-Domestic, 59,000-Commercial.Where Way-Leaves are required, the letter of consent will be issued and both the person authorizing and the prospective customer will be required to sign on it.

2 - The installation inspector/surveyor will visit the site to verify whether the wiring conforms to the requirements of the company. The Surveyor will be required to fill a  form at the site and checks the earthing, installation and also recommends the materials to be used.

3- Once the installation is found to be in conformity with the required standards, internal processing of the customer's application will be effected. After verification of the customer's application, he/she will be required to pay a capital contribution of Shs. 318,600 (no pole service-Domestic) Shs. 354,000 (no pole service -Commercial) Payments must be made to our respective branch offices to the cashier.       

4- Planning and requisition of materials based on full payment will start to be processed.

5 - After everything has been done, customers will be connected in a first in first out basis.
      
Please note that your new connection process should take you at least five days to have your new house on electricity supply.

• Secure billing system using Integrated circuit cards (ICC) identical to each meter (Whether you loose your card with unconsumed units or It’s stolen from you, it can only operate in your meter!)
• Consume what you have already paid - no hidden costs
• Easy management of your Consumption- You can Stop and  resume prepaid meters, check minimum balance alerts before topping up your Energy etc
• Transparency-Able to view units consumed and bought from day one of your connection to date
• Improved service and accuracy- No bill estimations, Exact units bought, exact units consumed, check your balance to avoid being disconnected (legible from your meter screens)

Appeal to Customers on postpaid service

• Give meter readers access to your premises
• If in doubt, ask for staff identification
• Do not pay any money to Ferdsult staff for taking meter readings
• Customers on post paid service have a right to engage in meter reading with FESL technicians and if required keep a record of each monthly reading
• There are no estimations in prepaid system technology, ensured of precise billings from FESL

Meter Reading Process for Post paid Service Connections

1. Upon payment and connection, the customer's details will be input into the computer system. This will create a database on the customer to include such things as the Name, Account number, Location, Meter number, Service type, connection date etc.
2. Documents are raised so as to instruct the system to start billing the customer, and after 30 days, the customer's first bill will be produced. This applies to only customers on post paid service.
3. A meter reader will visit the premise on a monthly basis and bills will be produced and delivered according to this reading.
4. When the meter reader reaches a customer's premise, he/she will identify the meter number and see that it corresponds with the one on the schedule. The reading on the meter is then written on the schedule in the column for current reading. The reading date is also indicated.
5. If a meter reader is unable to gain access to the property (eg gate locked; dog won't let meter reader in) or can not obtain reading due to technical difficulty (meter faulty, tampered or disconnected, etc) the meter reader notes this and submits the information on a form. NO estimated bill is prepared in the case of lack of access. If deliberate tampering has occurred, Ferdsult will inform the appropriate authorities and disconnection and severe penalties will be incurred. All readings are submitted within a set time frame.
6. The meter reader's completed paperwork is submitted and Ferdsult produces the bill for delivery to the customer for payment.

DO NOT TAMPER WITH METER SEALS

• An energy meter is an instrument used by the company to measure how much electricity has been used at the customer's premises.
• A meter should have at least three seals fixed by an authorized person from Ferdsult
: One seal on the terminal cover, Two seals on the main cover.
• Seals fixed to meters must not be broken and it is the responsibility of the consumer to ensure that they are kept intact.
• The consumer is responsible for any loss or damage to the meter or equipment belonging to the company on his/her premises.
• The readings of the meter or meters provided by the company, should in the absence of fraud, be evidence of the quantity of electricity used.
• If a customer questions a meter's accuracy, they can pay a small fee and request a test of the equipment.
• If the meter has ceased to record or has not registered accurately with proof that it was not tampered with, then a new meter will be installed and all unregistered consumption will be estimated on the basis of the consumption during the corresponding period when the meter was last in good working order.
• If a meter ceases to record properly due to tampering, the consumer will be charged for a new meter together with the energy loss during the period it was not registering properly.
• The customer shall allow the company's authorized employee access to the premises at all reasonable times for the purpose of inspecting, testing, repairing, reading, connecting or disconnecting the meter and for delivering the bill.

Once disconnected for non-payment, reconnection can only be done upon full settlement of the bill plus a prescribed reconnection fee. If disconnected for other reasons, reconnection can be done upon payment of any penalties incurred and reconnection fee, or until the reason for disconnection has been resolved. All reconnections have to be authorised by Ferdsult before any payment may be done. A reconnection order must be issued in respect of this.
Disconnection Methods.

Payment of Bills.
When paying, the customer is advised to come with a bill showing the account number and any other relevant information. ALL payments must be done at the cashier's counter and a receipt MUST be issued to the customer. The customer is advised to crosscheck that the amount paid corresponds with what appears on the receipt. However if a bill is not available, the customer can use the receipt to come and pay.

• History of injury and illness
  Examine the types of injuries and illnesses that are occurring in the workplace by asking the employees and reading through first aid reports and previous compensation claims.
• Job Safety Checks
  Observing a job from start to finish and recording its steps gives you the opportunity to assess each step for potential hazards that may have been overlooked in the past.
• Employee consultation
  Ask your employees, health and safety representatives/committee members.
• Safety audits
  This audit would usually be conducted by external safety consultants and would result in a written report with recommendations for improvement. Insurance companies can also conduct safety audits prior to renewal of your insurance policies.

Risk Assessment
Once hazards have been identified you need to assess the risk. This is the likelihood of an injury or illness occurring from exposure to the hazard. When assessing risk there are several factors that should be taken into account. These factors include:

• Severity;
• Frequency;
• Intensity of the exposure.

For example, the intensity, frequency and duration of exposure to the sun's harmful rays are factors when determining the risk of skin cancer.
Severity can be classified as:

• Minor injury with no time off work.
• An injury/illness resulting in time off work.
• An injury/illness causing a permanent disability or loss of body part or bodily function.
• An injury /illness that could cause death.

The overall purpose of the assessment is to determine priorities in risk control.

Risk Control
Once the hazard has been assessed control options for eliminating or reducing the risk of exposure to the hazard must be considered.
The controls include:

• Elimination
  Modifying the design of the workplace.
• Design or Substitution
  Use of less hazardous materials.
• Engineering controls
  Enclose, isolate, mechanical aids, machine guards
• Administration
  Work procedure and work organisation
• Training
• Personal Protective Equipment
  Personal protective equipment is the least expensive option and should always be used in conjunction with other control methods.
• Tagging - Use of Warning Labels

What is a warning?
A safety-message that conveys the existance of a HIDDEN HARZARD in using or working with a product or service.

Preventing and Controlling Electrical Hazards
Everyone has the right to work in a safe environment. Through cooperative efforts, employers and employees can learn to identify and eliminate or control electrical hazards.
Electrical accidents appear to be caused by a combination of three possible factors - unsafe equipment and/or installation, workplaces made unsafe by the environment, and unsafe work practices. There are various ways of protecting people from the hazards caused by electricity. These include: insulation, guarding, grounding, electrical protective devices, and safe work practices.

Insulation
One way to safeguard individuals from electrically energized wires and parts is through insulation. An insulator is any material with high resistance to electric current.
Insulators-such as glass, mica, rubber, and plastic-are put on conductors to prevent shock, fires, and short circuits. Before employees prepare to work with electric equipment, it is always a good idea for them to check the insulation before making a connection to a power source to be sure there are no leakages or exposed wires. The insulation of flexible cords, such as extension cords, is particularly vulnerable to damage. Insulation at the points of isolation should also be checked.
The insulation should be suitable for the voltage and existing conditions, such as temperature, moisture, oil, gasoline, or corrosive fumes. All these factors must be evaluated before the proper choice of insulation can be made.

Guarding
Live parts of electric equipment operating at 50 volts or more must be guarded against accidental contact. Guarding of live parts may be accomplished by:

• Location in a room or similar enclosure accessible only to qualified persons;
• Use of permanent, substantial partitions or screens to exclude unqualified persons;
• Location on a platform elevated and arranged to exclude unqualified persons; or
• Elevation of at least 2.5 meters above the floor.

Entrances to rooms and other guarded locations containing exposed live parts must be marked with conspicuous warning signs forbidding unqualified persons to enter.
Indoor electric wiring more than 415 volts and that is open to unqualified persons must be made with metal-enclosed equipment or enclosed in a vault or area controlled by a lock. In addition, equipment must be marked with appropriate caution signs.

Grounding
Grounding is another method of protecting employees from electric shock; however, it is normally a secondary protective measure. The "ground" refers to a conductive body, usually the earth, and means a conductive connection, whether intentional or accidental, by which an electric circuit or equipment is connected to earth or the ground plane. By "grounding" a tool or electrical system, a low-resistance path to the earth is intentionally created. When properly done, this path offers sufficiently low resistance and has sufficient current carrying capacity to prevent the build-up of voltages that may result in a personnel hazard. This does not guarantee that no one will receive a shock, be injured, or be killed. It will, however, substantially reduce the possibility of such accidents - especially when used in combination with other safety measures discussed in this booklet.
There are two kinds of grounds: One of these is called the "service or system ground." In this instance, one wire-called "the neutral conductor" or "grounded conductor" - is grounded at the generator or transformer and again at the service entrance of the building. This type of ground is primarily designed to protect machines, tools, and insulation against damage.
To offer enhanced protection to the workers themselves, an additional ground, called the "equipment ground," must be furnished by providing another path from the tool or machine through which the current can flow to the ground. This additional ground safeguards the electric equipment operator in the event that a malfunction causes the metal frame of the tool to become accidentally energized. The resulting heavy surge of current will then activate the circuit protection devices and open the circuit.
For protection of workers on de-energized lines short-circuiting and earthing equipment are used. In this case all the conductors of the circuit are shorted and earthed.

Circuit Protection Devices
Circuit protection devices are designed to automatically limit or shut off the flow of electricity in the event of a ground-fault, overload, or short circuit in the wiring system. Fuses, circuit breakers, and ground-fault circuit interrupters are three well-known examples of such devices.
Fuses and circuit-breakers are over-current devices that are placed in circuits to monitor the amount of current that the circuit will carry. They automatically open or break the circuit when the amount of current flow becomes excessive and therefore unsafe. Fuses are designed to melt when too much current flows through them. Circuit breakers, on the other hand, are designed to trip open the circuit by electro-mechanical means.
Fuses and circuit breakers are intended primarily for the protection of conductors and equipment. They prevent over-heating of wires and components that might otherwise create hazards for operators. They also open the circuit under certain hazardous ground-fault conditions.
The ground-fault circuit interrupter, or GFCI, is designed to shutoff electric power within as little as 1/40 of a second. It works by comparing the amount of current going to electric equipment against the amount of current returning from the equipment along the circuit conductors. If the current difference exceeds 6 milliamperes, the GFCI interrupts the current quickly enough to prevent electrocution. The GFCI is used in high-risk areas such as wet locations and construction sites.
Ferdsult employees will be trained in specific hazards associated with their potential exposure. This training will include isolation of energy, hazard identification, connection to supply, distribution installations, clearance distances, and emergency procedures.

De-energizing Electrical Equipment
All electrical parts exceeding 50 volts will be de-energized before an employee works on or near equipment unless:

• The de-energizing creates a more hazardous situation
• The equipment, by design, cannot be shut down

When any employee is exposed to direct or indirect contact with parts of fixed electrical equipment or circuits which have been de-energized, the electrical energy source will be locked out. The line must be proven dead (de-energized) using appropriate methods.
The accidental or unexpected sudden energizing of electrical equipment can cause severe injury or death. Before ANY inspections or repairs are made -- even on the so-called low-voltage circuits-the current must be turned off at the isolation point and the switch padlocked in the OFF position. At the same time, the switch or controls of the machine or other equipment being locked out of service must be securely tagged (labelled) to show which equipment or circuits are being worked on. In case of fuses or links they shall be removed and kept.

Overhead Lines
If work is to be performed near overhead power lines, the lines must be deenergized and grounded by the operator, or other protective measures must be provided before work is started. Protective measures (such as guarding or insulating the lines) must be designed to prevent employees from contacting the lines.

Mechanical Equipment Near Overhead Power Lines
Unqualified employees and mechanical equipment must stay at least 3 metres away from overhead power lines.
When mechanical equipment is being operated near over-head lines, employees standing on the ground may not contact the equipment unless it is located so that the required clearance cannot be violated even at the maximum reach of the equipment.

Personal Protective Equipment
Employees whose occupations require them to work directly with electricity must use the personal protective equipment required for the jobs they perform.
Examples of Personal Protective Equipment (PPE) which might be needed for protection against electric shock and body abrasion include but are not limited to:

• Protective helmets, gloves, and foot protection or insulating mats, line hose, etc.
• Eye and face protection whenever there is danger from electric arcs or flashes
• Insulated tools or handling equipment
• Protective shields and barriers to protect against electrical shock and burns
• Overalls and overcoats

Additionally, other ways of protecting employees from the hazards of electrical shock will be implemented, including insulation and guarding of live parts. The insulation must be appropriate for the voltage and the insulating material must be undamaged, clean, and dry. Guarding prevents the employee from coming too close to energized parts. It can be in the form of a physical barricade or it can be provided by installing the live parts out of reach from the working surface.

Tools
To maximize his or her own safety, an employee should always use tools that work properly. Tools must be inspected before use, and those found questionable, removed from service and properly tagged. Tools and other equipment should be regularly maintained. Inadequate maintenance can cause equipment to deteriorate, resulting in an unsafe condition.
*Tools that are used by employees to handle energized conductors must be designed and constructed to withstand the voltages and stresses to which they are exposed.*

Good Judgment
Perhaps the single most successful defence against electrical accidents is the continuous exercising of good judgment or common sense. All employees should be thoroughly familiar with the safety procedures for their particular jobs. When work is performed on electrical equipment, for example, some basic procedures are:

1. Have the equipment de-energized.
2. Ensure that the equipment remains de-energized by using some type of lockout and tag procedure.
3. Use insulating protective equipment.
4. Keep a safe distance from energized parts.

Qualified Person
Those persons who are permitted to work on or near exposed energized parts and are trained in the applicable electrical safe work practices.
Qualified Persons shall, at a minimum, be trained in and familiar with:

• The skills and techniques necessary to distinguish exposed live parts from other parts of electric equipment.
• The skills and techniques necessary to determine the nominal voltage of exposed live parts.
• The clearance distances specified in Table I and the corresponding voltage to which the qualified person will be exposed.

Maintenance employees should be qualified electricians who have been well instructed in operational procedures. The maintenance worker should at all times be certain that he or she is not exposing other employees to danger.

Table I: Approach Distance For Qualified Employees
Alternating Current

Direct Current

Portable Equipment
All portable electric equipment will be handled in such a manner that will not damage or reduce service life. Flexible cords connected to equipment may not be used for raising or lowering equipment and will not be used if damage to the outer insulation is present. Additionally, visual inspections are required and unauthorized alterations of the grounding protection are not allowed to ensure the safety of employees. Prior to each shift, a visual inspection will be performed for external defects and for possible internal damage. Attachment plugs and receptacles may not be connected or altered in a manner that would prevent proper continuity of the equipment-grounding conductor. In addition, these devices may not be altered to allow the grounding pole of a plug to be inserted into slots intended for connection to the current-carrying conductors.
Portable electric equipment and flexible cords used in highly conductive work locations or in job locations where employees are likely to contact water or conductive liquids shall be approved by the manufacturer for those locations. The hazardous locations that employees should be aware of include, wet locations and locations where combustible or flammable atmospheres are present.
For wet locations, employees' hands will not be wet when plugging and unplugging energized equipment. Energized plug and receptacle connections will be handled only with protective equipment if the condition could provide a conductive path to the employee's hand (if, for example, a cord connector is wet from being immersed in water). In addition, ground-fault circuit interrupter (GFCI) protection is required for some equipment/locations and is also recommended for use in all wet or highly conductive locations.
For combustible/flammable atmospheres, all electric equipment and wiring systems in classified locations must meet installation requirements.

Conductive Materials and Equipment
Conductive materials and equipment (e.g., hand tools) will be handled to prevent contact with exposed energized conductors or circuit parts. Conductive articles of jewellery and clothing (such as watch bands, bracelets, rings, key chains, necklaces, metalized aprons, cloth with conductive thread, or metal headgear) will not be worn.

Energized Parts
If work must be performed while equipment is energized or if de-energizing is not feasible, additional safety measures will be taken to ensure the safety of the qualified employee and any other persons who may be exposed. Protection from energized parts will be suitable for the type of hazard involved. Exposed energized parts in areas accessible to the public shall be continuously protected by an authorized attendant. In areas not accessible to the public, employees shall be protected from exposed energized parts by the use of signs or tags. In addition to signs or tags, barricades shall be used where necessary to limit access to areas with exposed energized parts.

Illumination
Employees will be provided with adequate light to work on energized/de-energized equipment when the illumination is not adequate.

Portable Ladders
Portable ladders will have nonconductive surfaces if they are used where the employee or the ladder could be exposed to electrical shock hazards.

Reclosing Circuits
If circuits are tripped using a protective device power will not be restored until the reason for the interruption is determined and corrected. Fuses or breakers will not be replaced or reset until it is determined that the circuit is safe to operate. Fuses will not be replaced with higher rated fuses or with makeshift devices to bypass circuit protection as designed. Problems will be identified and promptly repaired by a qualified person.

Permit-To-Work
No person shall perform electrical work without first obtaining an electrical permit.
An electrical permit is a legal document for the purpose of:

1. Establishing the authority and responsibility of the person undertaking the electrical work,
2. Establishing the ownership and location of the electrical installation, and
3. Establishing the type of installation being worked on.

Exclusion from requiring an electrical permit is generally only the electrical work performed in replacing fuses, restoring power supplies, etc, where the replacement/restoration can be made without other modifications being required to the electrical installation.

• Whenever power goes off, a customer should call the nearest Ferdsult office. They will need to give name, location, telephone contact, time of occurrence, and nature of the fault. This complaint will then be logged into the system. The technical crew will then attend to it. Care must be taken to give a description of the place as exactly and reachable as possible. Numbers to call are obtained from your prepaid energy receipts
• Power restoration is handled as fast as possible (within 4 to 6 hours) if the fault is not severe. For example: off supply, low voltage, loose jumper, etc. However, if the fault is severe, for example: broken conductor, blown transformer, broken pole etc; restoration may take more than 2 days. Broken conductors must be reported immediately and maximum effort must be taken to stay away from the place of occurrence.
• If there is a shock in the house, effort must be taken to switch off the supply from the mains before reporting.

How do I make payments for my monthly power consumption bills and any other services rendered by Ferdsult?
All payments to Ferdsult can be made at any of our service centers. Please note that monthly bills only apply to customers on post paid service. Please seek information on your Tax Invoice regarding how to make payments.

How  do I tell  that  some  one is a true  staff  member  of  Ferdsult  and  not an Impersonator ?
-Insist on identification- a laminated Ferdsult  ID-Record the Registration number of motor vehicle or motor cycle.-In  case of doubt, please call Ferdsult service center in your area. Numbers to call are obtained on your payment receipts

Why  don't  I have a meter  yet  I have legally connected  Electricity and who can I contact for one?
Once  the prospective customer completes the process of applying for new  power connection, Ferdsult installs the power supply inclusive of a meter.  Power connection without a meter is illegal and should be avoided.  Please report anybody who connects power supply without a meter, to the nearest Ferdsult office

Why do I take long to get my bills?
Ordinarily, a customer should receive the first bill within 30 days after connection on new supply.  If you don't receive a bill within the first 30 days, please contact your nearest Ferdsult service centre. This is applicable to only customers on post paid service

What procedures do i undergo to have my complaint dealt with?

• Complaints can be raised in person, by phone, or in writing.
• Complaints are categorized into commercial and technical. All complaints have to be addressed to the Customer Care Officer in each district office, or any other officer designated to handle complaints.  Complaints can be raised at the nearest Ferdsult office. Complaints can  also be channeled to the Customer Helpline
• Reported complaints are recorded in a customer complaints proforma. The  following information will be recorded on the proforma: Date of complaint, Name of customer, Location, Account and telephone number, Meter No, Description of the complaint, Signature of  authorized officer and that of the complainant
• The customer is given a copy of the proforma. A copy of this proforma  is then directed to Ferdsult staff for resolution.
• Wherever possible Ferdsult tries to resolve complaints immediately. For  example; knowing the bill, whether a receipt is posted or not, etc. In  such instances, a customer is given either a statement or a copy of the  bill.
• In addition, general customer care entails staff members being very customer focused, well knowing that such complaints are the reason for which we are here. It is therefore a collective responsibility of all staff members to care for the customers.