Kenya Power offers a disconnection moratorium for customers with unpaid bills

Nairobi, August 7th 2018...... Kenya Power has announced a two-week suspension on disconnection for customers with accumulated electricity bills to allow them to develop a payment plan.

During this period, customers with queries on their bills and those with arears can visit any of the Company’s commercial offices across the country to resolve outstanding issues on their bills and agree on a favourable payment plan. This is one step, among others, that the Company has recently undertaken to enhance its services delivery. 

“In the recent past, there have been some concerns from our customers over their bills. I encourage customers to get in touch with our officers to have their issues resolved promptly,” said Kenya Power’s Ag. Managing Director & CEO Eng. Jared Othieno.

In addition to the moratorium, the Company has established dedicated billing query counters in the banking halls thus creating an opportunity for customer issues to be examined and permanent solutions sought.

Further, the Company has set up ‘Power Clinics’ which will serve as a one stop shop for customers who wish to make enquiries about their bills, new connections, disconnections & reconnections, power supply interruption and other related issues.

To empower the post-paid customers manage their bill payments, the Company has also developed a mobile phone-based Self-Service App which enables customers to undertake self-meter reading and obtain their bills. The KPLC Self Service App is available in google play and App store.

Customer satisfaction is one of the milestones that Kenya Power is aiming to achieve in the medium term through an action plan that seeks to address complaints frequently raised by customers on the quality of services offered by the Company.


For more information, contact:

The Corporate Communications Department, Kenya Power

Tel.: 0711 031 975