Electricity consumers across Uganda can now access faster regulatory support, improved oversight of utility companies, and more responsive services through the Electricity Regulatory Authority’s three regional offices located in Mbarara, Gulu and Mbale Cities.  Together, these offices bring ERA’s services closer to communities, ensuring that consumers across all regions of the country receive timely assistance and effective regulatory protection.

The Western Regional Office in Mbarara serves the Ankole, Kigezi, Toro and Rwenzori sub-regions. The Northern Regional Office in Gulu covers Acholi, Lango, Bunyoro and West Nile, while the Eastern Regional Office in Mbale serves Bugisu, Bukedi, Busoga and Karamoja. These offices collectively represent a major step in ERA’s strategy to decentralize services, promote accountability and support a reliable and sustainable electricity supply nationwide.

Faster Complaint Resolution and Improved Power Reliability

 A key benefit of the regional offices is the faster handling of electricity complaints. Consumers continue reporting faults to their distribution companies, but unresolved issues can now be escalated to the nearest ERA regional office instead of going through Kampala. This shift has significantly reduced delays in addressing outages, voltage fluctuations, billing errors and other service challenges. With regulators now closer to the communities they serve, consumers across Uganda can expect quicker redress and improved reliability of electricity supply.

Stronger Oversight of Utility Service Providers

 ERA’s regional structure has strengthened the Authority’s ability to monitor utility companies more closely. Regulatory officers based in Mbarara, Gulu and Mbale can investigate power disruptions immediately, verify infrastructure concerns and actively track service performance. This on-the-ground presence ensures that utilities adhere to set standards, respond more promptly to widespread faults and deliver a better experience to consumers. The closer supervision has enhanced transparency and accountability across the electricity sector.

Data-Driven Planning and Investment

 The regional offices have become vital sources of localized data on consumption patterns, regional economic activity and customer needs. This information is essential for planning grid expansion, determining where new substations are required and guiding other major infrastructure investments. Decisions that once relied heavily on national-level data are now informed by accurate, real-time assessments from each region. These insights help ERA support communities more effectively and direct investment to areas where it will have the greatest impact.

Enhancing Electrical Safety Through the IPC Function

 Another critical function strengthened by the regional offices is the Installation Permits (IPC) program, which promotes safe electrical installations. ERA is working with local electricians commonly known in some regions as Pawakapo to help them formalize their work through training and certification. This initiative improves safety in homes, businesses and public institutions by reducing risks associated with poor wiring and faulty installations. It also empowers electricians to access better job opportunities and contribute more confidently to community development.

ERA’s regional presence reflects its commitment to protecting consumers, promoting safe and productive use of electricity and supporting the steady improvement of power services nationwide. The Authority encourages members of the public to contact the nearest regional office whenever they encounter electricity-related challenges.

For assistance, the Western Regional Office in Mbarara can be reached on 0200 506 092, the Northern Regional Office in Gulu on 0200 506 090 and the Eastern Regional Office in Mbale on 0200 506 091.

By Mariam Ramathan Nanono
Communication Officer, ERA