Help & Frequently Asked Questions
Search answers published and approved by REG. Results are shown in the current site language when an approved translation is available.
Viewing: Kinyarwanda36 approved answer(s)
How can I check my meter number? Prepaid Meter / Cash Power
The procedure depends on the meter type. Current official FAQ lists: - EDMI: Dial 08 and Enter - Star: Dial 075 and Enter - Landis: Dial i000 or i025 - Conlog Combo: Dial #04# - Actaris Combo: Dial 65 and Enter - Split Conlog: Dial #100# - Positivo: Dial 65 and Enter - Ningbo: Dial 100 and Enter - Sunrise: Dial 100 and Enter - Hexing: Dial 804 and Enter If the relevant code does not work, contact REG on 2727.
How can I contact REG? Contact & Branches
You can call the REG toll free number 2727 and get in touch with the call center. You can also use the Branch Locator to find branch phone numbers and email contacts.
I already paid for electricity but I am not receiving the token. What should I do? Electricity Tokens
First contact the telecommunications company, bank or payment channel used for the transaction. If the issue is not resolved, contact REG on 2727.
I am unable to buy electricity. What should I do? Payments
If you are unable to purchase electricity through the approved payment channels, contact your respective branch or call REG on 2727 to check whether there is an issue with your meter or account.
I have a token but it is not entering in the meter. What should I do? Electricity Tokens
Contact your respective branch or call the REG toll-free number 2727 for technical assistance.
I purchased electricity but did not receive the token. What should I do? Electricity Tokens
Contact REG on 2727 with the relevant meter details, or use another approved REG customer-support channel.
We usually lose electricity during peak hours. What should we do? Power Outages
Check the Outage Center first. If no relevant interruption is published, contact your local branch or call 2727 for assistance.
How can I know my due arrears? Customer Accounts
Please use the approved REG Online Services platform or contact your respective branch or call 2727 for assistance with account arrears.
How can I request a new connection? New Connection
A customer can request a new connection online or using the approved application process. The customer must: - Fill the Service Application Form and provide the required information. - Provide necessary attachments such as ID card/passport and proof of ownership/land title. - Make full payment or agree on payment in instalments according to the new connection policy. - Provide any other information REG may require.
My meter was stolen. What should I do? Meter Problems
Report the incident immediately to your nearest REG branch or call 2727.
What are the prices for residential households? Tariffs & Billing
For residential customers: - The first 20 kWh per month are charged at 89 RWF/kWh. - Consumption above 20 kWh up to 50 kWh is charged at 310 RWF/kWh. - Consumption above 50 kWh is charged at 369 RWF/kWh. The rates are VAT and regulatory-fee exclusive.
Why do we sometimes have power cuts? Power Outages
Power interruptions can result from network faults, maintenance, upgrades, overloading, construction work or other technical causes. Customers should check the REG Outage Center for current and planned interruptions.
How is the new electricity tariff structured? Tariffs & Billing
See the current approved Electricity End-User Tariff and use the REG Bill Estimator for an indicative calculation.
I am trying to buy electricity units but I get a message that my cash power is not registered. What should I do? Prepaid Meter / Cash Power
Contact your respective branch or call REG on 2727 for assistance.
I bought electricity using the wrong meter number. What can I do? Electricity Tokens
Contact the nearest REG branch for assistance.
It seems like my meter is running faster. What should I do? Meter Problems
Contact your nearest branch or call REG on 2727 for assistance.
What should I do to get my cash power meter replaced? Meter Problems
Visit or contact your respective branch or call REG on 2727.
It seems like my meter is recorded in the wrong category. What should I do? Meter Problems
Contact your local REG branch or call 2727 so your customer category can be checked.
My meter became faulty while I still had electricity units. How can those units be transferred to the new meter? Meter Problems
Contact your local REG branch for assistance.
How many days does it take to get a new connection after I have fulfilled all requirements? New Connection
Connection time depends on the connection category and infrastructure conditions. The current REG New Connection Process lists LV connections and extensions up to 100 metres within 4 working days, LV extensions over 100 metres up to 800 metres within 10 working days, and the listed MV connections and extensions within 20 working days. Consult the current process page for the timeframe that applies to your connection.
My residence is consuming electricity while my meter is off. What should I do? Meter Problems
Contact your local REG branch or call 2727 immediately so the installation can be checked.
How should I pay REG for a service? Payments
Payment is only made through official REG/EUCL/EDCL payment channels and accounts. No cash payment to staff is allowed. If a staff member requests cash payment, report the case through approved REG reporting channels.
How can I report suspected electricity theft or unpaid electricity use? Electricity Theft
Call REG on 2727 or report the case to the nearest REG branch.
What can I do if I receive poor service from the toll-free line 2727? Service Complaints
Use REG's official customer complaint channels or contact another REG support channel.
How can my household be connected when I live far from an electricity line? New Connection
Contact your local REG branch for technical advice and assistance.
Is it allowed to give some facilitation to REG staff after receiving a service? Anti-Corruption
No. Facilitation or unofficial payment to REG/EUCL/EDCL staff is not allowed and may constitute corruption. Use official REG reporting channels if a member of staff requests an unofficial payment.
The toll-free line is not easily accessible. What other support channels can I use? Contact & Branches
Use the REG Branch Locator, official contact channels or approved REG social media channels.
There is an electrical pole or cable crossing my land. What should I do? Safety / Network
Contact your local REG branch for advice and assistance.
What should I do if I find a cash power bypass? Electricity Theft
Contact the nearest REG branch or call 2727 so the case can be handled by the responsible team.
Where are your offices? Contact & Branches
REG and EUCL headquarters are in Kigali, near SULFO Headquarters. EDCL is located in Kigali City Tower in the city center. REG also has branches across the country.
I need to shift from prepaid to post-paid meter. What should I do? Meter Problems
Eligibility for changing from a prepaid to a post-paid meter depends on the applicable customer and consumption requirements. Contact your nearest REG branch or call 2727 for current guidance.
I want to be disconnected and no longer use electricity. What should I do? Connection Changes
Contact your local REG branch for contract termination guidance.
I am a tenant and need my own meter because several people are using one meter. Is it possible? New Connection
The official FAQ advises requesting the property owner to apply for a supplementary meter.
What are the requirements for title transfer after buying a house with an electricity connection? Connection Changes
Present a letter requesting title transfer and attach a current copy of the land title and a copy of the identification document.
What is REG? About REG
REG is Rwanda Energy Group. It’s a holding company in charge of energy in Rwanda. It has 2 subsidiary companies which are EDCL (Energy Development Corporation Ltd.) in charge of energy development projects and EUCL (Energy Utility Corporation Limited) in charge of utility and maintenance.
What is the difference between REG, EDCL and EUCL? About REG
REG is a holding company. It has a role to supervise and monitor its two subsidiary companies, EDCL and EUCL. These two subsidiaries are the ones that deal with operations and services. EDCL is mainly into development projects while EUCL is the one that does the commercial activities and maintenance. When customers have electricity issues, EUCL is the one that intervenes.