Question 1

How can I check my electricity bill online?

Accepted Answer

Log in to your EEU customer portal, go to "Customer Services" → "Bill Information," and enter your meter number. Full bill history and real-time payment status are available 24/7.

Question 2

What payment channels are available?

Accepted Answer

Pay through the EEU portal, mobile money (Telebirr, M-Pesa), bank transfer, cash at any authorised service centre, or via postpaid billing — all channels run around the clock.

Question 3

What happens if I fail to pay my bill on time?

Accepted Answer

Late payments attract a surcharge. Sustained non-payment may result in disconnection. You can dispute a bill or arrange a payment plan at any service centre or by calling 905.

Question 4

How do I apply for a new electricity connection?

Accepted Answer

Visit any EEU service centre with proof of residency or property ownership and a valid ID. Applications are processed within 7–14 working days.

Question 5

Can I switch between postpaid and prepaid metering?

Accepted Answer

Yes. Request a meter-type change at your nearest service centre. A meter replacement and administrative fee apply. Call 905 for current charges.

Question 6

What is the difference between postpaid and prepaid?

Accepted Answer

Postpaid: receive a monthly bill and pay after usage. Prepaid: purchase credit in advance and top up before it runs out. Prepaid gives better budget control; postpaid suits regular high-usage customers.

Question 7

How do I report a power outage?

Accepted Answer

Call 905 (toll-free), use the online portal, visit a service centre, or contact us on social media. Emergency reports are prioritised — field crews in Addis Ababa are typically dispatched within 2–4 hours.

Question 8

Where can I find scheduled interruptions in my area?

Accepted Answer

Check the "Power Interruptions" section on our website, or subscribe to SMS alerts in your portal profile to receive area-specific outage notifications automatically.

Question 9

How do I protect my appliances during an outage?

Accepted Answer

Switch off high-draw appliances (water heater, AC, refrigerator) before power returns to prevent surge damage. Keep essential lights on to help field crews locate un-restored zones.

Question 10

What is a safe clearance distance from power lines?

Accepted Answer

Maintain at least 3 metres from overhead lines for any outdoor work or tree planting. Never touch a fallen line — stay back and call 905 immediately.

Question 11

What should I do if I find an exposed wire?

Accepted Answer

Do not touch it. Report the exact location to EEU on 905 immediately so our maintenance teams can safely isolate and repair the hazard.

Question 12

How do I reset my customer portal password?

Accepted Answer

Click "Forgot Password" on the login page, enter your registered email or meter number, and follow the reset link sent to your inbox.

Question 13

What documents do I need to register on the portal?

Accepted Answer

A valid meter number, registered email address, and phone number. Proof of residence speeds up verification. Registration completes within 1–2 working days.

Question 14

Can I authorise someone else to manage my account?

Accepted Answer

Yes. Both parties must visit a service centre in person with valid ID. The authorised representative can then make payments and manage the account on your behalf.

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