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Customer Service

We aim to support our valued customers with the successful integration of the Integrated Customer Management System into daily operations.

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How can we help you today?

There are 3 different ways you can query your Kenya Power bill.

  • The self-service portal

  • *977#

  • The mypower app


How to query your power bill via the self-service portal 

You can use the self-service portal to query your power bill. Visit https://selfservice.kplc.co.ke/ to register, for first-time users.

For the registration process, you’ll need to indicate if you’re a landlord or tenant and share the following details:

  • Name

  • ID or passport number,

  • Phone number or email address, after which, you will receive a verification code.


How to query your power bill via *977# USSD code. 

This service is available for all mobile phone users.

  • Dial *977# on your mobile phone.

  • For prepaid services  (tokens), select option 1, then select option 4 ‘Manage meters’ then select ‘add meter to profile’ then select ‘input meter numbers’ and follow the prompts.

  • For postpaid services (meter), select option 2, select ‘my bill’ then input your account number.


How to query your power bill via the mypower app 

  • The mypower app is available for download on both android and iOS devices.

  • To create an account after download, you’ll need your (token) meter account number, identification document number (ID or passport) email address, or phone number.

  • To check your bill, log into the setup account and choose the ‘my bill/token’ option.

Looking to set up a power connection for your business or home? There are two ways you can go about the application process.

Supply application via the mypower app 

The first step is to download the mypower app, it’s available on both the play store and app store.

After downloading the app, launch it, select ‘New Supply application’ from the mypower app homepage, and fill in the required fields.


Step one is choosing between ‘individual (non-commercial)’ and business (commercial) after which, you’ll need the following details to complete the application:

  • Full names

  • Date of birth

  • Identity document (national ID, passport, or certificate of registration) numbers

  • Email address or phone number


Supply application via the *977# USSD code

The *977# USSD code is available for all mobile phone users.

Select ‘new connections’ and follow the prompts provided.

You’ll need the following details to complete the application:

  • Full names

  • Date of birth

  • Identity document (national ID, passport, or certificate of registration) numbers

  • Email address or phone number

You can pay your prepaid bill (buy tokens) via the Kenya Power prepaid paybill number 888880. Use your token meter number as the account number and key in your preferred amount to complete the transaction. You will receive an SMS from Kenya Power with your token information and a breakdown of the bill.

There are two modes of bill payment for Kenya Power postpaid customers. To pay your bill via Mpesa, use the pay bill number 888888 and your meter number as the account number and key in your preferred amount to complete the transaction. You can also pay your postpaid bill by visiting your nearest Kenya Power office.

New list of vendors-agencies and banking halls

Are you experiencing a power outage in your area or premises? You can bring that to our attention through two channels:

  • The ‘report power failure’ segment on the mypower app homepage.

  • Dial *977#  and choose, ‘report incidences’ and then select ‘power outage’ and follow the prompts.

Bring this to our attention via the mypower app or by dialing *977# on your mobile device.


On the mypower app, select ‘’report power failure’ on the homepage and provide your account reference or meter number, phone number, scope(residential or commercial) and the nature of the complaint.


To report your power disconnection issue via *977# and choose, ‘report incidences’. Under incidence type, select ‘’power outage’ and follow the instructions.



Looking to have power reconnected to your premises?

Visit your nearest Kenya Power offices and bring your identification documents (ID or passport) to initiate the application process.

To receive assistance on wrong payments, dial *977# and select ‘billing complaints’, and select the applicable options; high bills, estimated bills, zero bills, or no bills, and follow the respective bills.

We are open to receiving your feedback. You can share it with us by dialing *977# on your mobile phone and selecting ‘report incidences’. Proceed to log in under power outage, safety incident, staff misconduct, or illegal connection.

Kenya Power services are now at your fingertips thanks to our *977# USSD code. The code is available to all Kenya Power customers regardless of mobile device type.


The service allows you to access:

  • Prepaid services (token)

  • Postpaid services (bill)

  • New connections

  • Report incidences

  • Jua for sure

  • Billing complaints

The Kenya Power mypower app brings our services closer to you. It’s available for download on android and iOS devices, for free of charge.

Services available on the app include:

  • My bill/my token

  • Bill simulation

  • New supply application

  • Planned interruptions

  • Report power outages

  • Jua for sure

  • About Kenya Power

  • FAQs

We endeavour to give you the best possible service and one of the ways we do that is ensuring you interact with genuine Kenya Power  staff.

You can do this using the ‘Jua For Sure’ service available via the myPower app or by dialing *977# on your mobile phone.

Jua For Sure on the myPower app

Spot a genuine Kenya Power staff member via the myPower app by opening the myPower app on your phone and selecting ‘Jua for sure’ on the home page.

  • Ensure that the person you see in front of you is the same person whose photo appears on the staff ID tag.

  • Then, simply type the staff number on their tag to confirm.

  • Report Fraudsters immediately on the Anti-Fraud Hotline Number: 0718-999-000

Jua For Sure via USSD 

To ascertain that you are interacting with a genuine Kenya Power staff member via USSD, dial *977#  on your mobile phone.

Select ‘Jua for sure, select either ‘staff’ or ‘contractor’ and follow the prompts. 
SMS are charged at Shs 10 per query



Kenya Power does not tolerate theft, corruption or other such incidences. Should encounter such, you can raise alarm via  the *977# USSD 

On your mobile phone, dial *977#  and select ‘report incidences’. Select ‘Staff misconduct’ key in their staff number and follow the prompts.

You can also report corruption/theft on our website kplc.co.ke



If you are looking to transfer your account, you need to get in touch with the nearest Kenya Power office.

However, you will be required to present the following documents;

  • A letter of authority from the previous owner of the account.

  • Your national ID

  • Copy of the previous owner’s national identification document

  • Your KRA PIN

If you’d like to close your account for one reason or another, you can do that by visiting your nearest Kenya Power offices to fill a cancellation form.

Please bring you your national ID or passport for identification.



Click here to access the customer complaints handling guide.

Account Types

Kenya Power offers two main types of accounts for its customers: prepaid and postpaid. Each type has unique features and benefits that cater to different preferences and needs. Both account types cater to different needs, with prepaid accounts providing more control over spending and consumption, while postpaid accounts offer the convenience of using electricity first and paying later.

Token-Based System: As a prepaid customer, I purchase electricity tokens in advance, which are used to credit my meter. These tokens can be bought via various channels, including mobile money, banks, and designated vendors.


Consumption Control: With a prepaid account, I have better control over my electricity usage and spending since I only use what I have paid for.

No Monthly Bills: There are no monthly bills, which means I don't have to worry about accumulating unpaid bills.

Convenience: This system is convenient for budgeting and helps me avoid the hassle of bill payments and potential disconnections due to non-payment.

Know Your Prepaid Bill
Token
A token is a unique 20-digit code that you receive after purchasing prepaid electricity. This code is entered into your prepaid meter to add the purchased electricity units to your account.
Units
Units refer to the actual amount of electricity measured in kilowatt-hours (kWh) that you receive when you purchase a token. These units are what your meter will deduct as you consume electricity.
Amount
The amount is the total cost of the electricity you purchase. This includes the cost of the units and any additional charges that may apply.
Token Amount
The token amount specifically refers to the monetary value of the token you have purchased. It is the amount you pay to get the token, excluding any other charges that might be added separately.
Other Charges
Other charges include any additional fees or costs that are applied to your prepaid electricity purchase. These can include service charges, taxes, or levies mandated by regulatory authorities.

Monthly Billing: As a postpaid customer, I use electricity throughout the month and receive a bill at the end of the billing cycle.

The bill is based on my actual consumption recorded by the meter. Payment Flexibility: A postpaid account offers the flexibility of paying after using the service, with a specific period provided to settle the bill.

Credit Facilities: I may have access to credit facilities, allowing for deferred payments under certain conditions. Additional Charges: With a postpaid account, I might incur additional charges, such as late payment fees if I don't pay my bills on time.

Know Your Pospaid Bill
Balance Brought Forward
This is your previous bill balance. If it’s already been settled, that payment is reflected here
Fixed Charge
This was a cost that used towards the billing or prepaid vending process. It was scrapped with the introduction of new tariffs in August 2018. Charged to: Kenya Power
Consumption
This is your electricity consumption within the billing period or prepaid vending month in kilowatt hours and shillings. Charged to: Kenya Power
Fuel Cost Charge
This is the money used for generation of electricity from thermal power plants. It varies monthly depending on the quantity of thermal generation and the cost of fuel.
Forex Adjustment
The foreign exchange component is related to the fluctuation of hard currencies against the Kenyan Shilling for expenditure denominated in these currencies related to the power sector (e.g. project loan repayments).
Inflation Adjustment
Varies according to the domestic and international inflation on cost of supply. It is adjusted after every six months starting from the 1st of January.
WARMA Levy
Is currently set at 0.05 cents per kilowatt hour and is passed to the Water Resource Management Authority (WARMA) for hydro-power generation of 1Megawatt and above. In the pre-paid token receipt WARMA levy is combined with the ERC levy.
ERC Levy
Is currently set at 3 cents per kilowatt hour and is passed to the Energy Regulatory Commission (ERC) to cover its operational costs.
REP Levy
This is currently set at 5% of the cost of the units consumed and is passed to the Rural Electrification Authority (REA) for implementation of rural electrification projects.
VAT
Is currently set at 16% and is applicable to Consumption, Fuel Cost Charge and Forex Adjustment.
Payments
This is the payment received for your previous bill.
Glossary of Terms
Balance Brought Forward

This is your previous bill balance. If it’s already been settled, that payment is reflected here.

Fixed Charge

This was a cost that used to towards the billing or prepaid vending process. It was scrapped with the introduction of new tariffs in August 2018.

Consumption

This is your electricity consumption within the billing period or prepaid vending month in kilowatt hours and shillings.

Fuel Cost Charge

This is the money used for generation of electricity from thermal power plants. It varies monthly depending on the quantity of thermal generation and the cost of fuel.

Forex Adjustment

The foreign exchange component is related to the fluctuation of hard currencies against the Kenyan Shilling for expenditure denominated in these currencies related to the power sector (e.g. project loan repayments).

Inflation Adjustment

Varies according to the domestic and international inflation on cost of supply. It is adjusted after every six months starting from the 1st of January.

WARMA Levy

Currently set at 0.05 cents per kilowatt hour and is passed to the Water Resource Management Authority (WARMA) for hydro-power generation of 1Megawatt and above. In the pre-paid token receipt WARMA levy is combined with the ERC levy.

ERC Levy

Currently set at 3 cents per kilowatt hour and is passed to the Energy Regulatory Commission (ERC) to cover its operational costs.

REP Levy

This is currently set at 5% of the cost of the units consumed and is passed to the Rural Electrification Authority (REA) for implementation of rural electrification projects.

VAT

Currently set at 16% and is applicable to Consumption, Fuel Cost Charge and Forex Adjustment.

Payments

This is the payment received for your previous bill.

Ministry Of Energy (MOE)

Mainly responsible for policy formulation and granting and revoking generation and distribution licenses upon recommendation of the Energy Regulatory Commission (ERC); and settlement of disputes arising from parties aggrieved by ERC’s decision(s).

National Energy Policy

This broadly articulates the Government’s strategies for the energy sector generally and the power sub–sector specifically.

National Grid

The network of electricity transmission and distribution cables used in the conveyance of electricity.

Network

A system of transmission and distribution lines cross–connected and operated to permit multiple power supply to any principal point on it.

Non-Technical losses

Caused by actions external to the power system and consist primarily of electricity theft, non-payment by customers, and errors in accounting and record-keeping.

Off-Grid Power System

A stand-alone electricity generation, transmission and distribution network serving a confined part of a country or region. Kenya’s more remote regions have isolated or off-grid power systems.

Off – Peak Energy

Power supplied during hours when power demand is usually low.

On – Peak Energy

Power supplied during periods of relatively high system demands.

Outage

The period during which a generating unit, transmission system, or distribution line is out of service.

Overload

To put too much electricity through an electrical system or piece of equipment.

Peak Demand

The maximum amount of power necessary to supply all customers at peak time.

Phase

One of the characteristics of electric services supplied or the equipment used. Most residential customers have single–phase service. Large commercial and industrial customers have either two-phase or three– phase service.

Planned Electric Outage

An interruption of service to electric lines to permit work that cannot be performed while the lines are live with electric current. Whenever possible, affected customers are notified beforehand.

Power

The time rate of using electric energy, usually expressed in kilowatts.

Power Grid

A network of power lines and associated equipment used to transmit and distribute electricity over a geographic area.

Power pool

Consists of two or more utilities who combine their resources to better meet their individual needs.

Power Purchase Agreement

The negotiated bulk power tariff between Kenya Power and the power generating companies, including other related contractual agreements between Kenya Power and those entities.

Power Rationing

A deliberate action to allocate different hours of electric service to customers in respective locations in response to a power shortage.

Power Sub–Sector

The part of the energy sector concerned with the electricity business.

Prepaid Meters

Devices used to access electricity that has been paid for in advance.

Rural Electrification Authority (REA)

Established by the government to speed up the implementation pace of the rural electrification programme.

Southern Africa Power Pool (SAPP)

An integrated network of electricity transmission lines linking several Eastern and Southern Africa countries.

Substation

A small building or fenced – in yard containing switches, transformers, and other equipment and structures for the purpose of adjusting voltage, monitoring circuits and other service functions. As electricity gets closer to where it is to be used, it goes through a substation where the voltage is lowered so it can be used by homes, schools and factories.

System Losses

The proportion of electricity lost in the process of transmission and distribution.

Tariff

The charge levied by Kenya’s Power sector for development, operations and maintenance of the power system. The entire power sector is financed from the total revenue collected by Kenya Power from its retail tariff which is set and approved by the ERC.

Technical Loss

Technical losses occur naturally and consist mainly of power dissipation in electricity system components such as transmission and distribution lines, transformers, and measurement systems.

Thermal Energy

Thermal electricity is generated from the heat produced by the burning of fossil and renewable fuels.

Transformer

A transformer is a device used to change the voltage level of electric current. Transformers can either increase or decrease voltage.

Transient Fault

A temporary introduction of a foreign element that causes a momentary interruption of services to electric lines such as a tree branch touching a line during a wind storm.

Transmission Lines

Heavy wires that carry large amounts of electricity over long distances from a generating station to places where electricity is needed. Transmission lines are held high above the ground on tall towers called transmission towers.

Trip

The switching “off” of a circuit breaker due to a fault in the electric circuit or power equipment.

Turbine

An enclosed rotary wheel turned by water or steam. It then turns a generator to make electricity.

Unbundled Utility Service

Generation (electricity), transmission, and distribution (delivery) services provided by different entities. Kenya operates an unbundled electricity service with several public and private players.

Underground Cable

An electrical conductor installed below the surface of the earth

Unplanned Electric Outage

Any interruption in the generation, transmission, or distribution of electricity systems which is not scheduled

Utility

A company that performs a public service; subject to government regulation. Telephone, water and electric companies are utilities.

Volt

The unit used in measuring the force driving electricity through a circuit, or the strength of an electric current.

Voltage

The rate at which energy is drawn from a source that produces a flow of electricity in a circuit. It is measured in volts.

Watt

A measure of how much electric power an appliance needs. This term is commonly used to rate appliances using relatively small amounts of electricity.

Wayleaves

Right of way granted to a utility to erect equipment in the course of service delivery. Way leaves may be granted by individuals, the government or its institutions.

Ampere

The unit of measure of an electric current. Ampere is a measure of the amount of electric charge passing a point in an electric circuit per unit time.

Alternating Current (AC)

AC current is a specific type of electric current in which the direction of the current’s flow is reversed, or alternated, on a regular basis.

Automatic Meter Reading System

It is the technology of automatically collecting data from electric metering devices and transferring that data to a central database for billing, troubleshooting, and analysing.

Automated Distribution

Describes a system of intelligent control over electrical power grid functions to the distribution level and beyond. Its goal is real-time adjustment to changing loads, generation, and failure conditions of the distribution system, usually without operator intervention.

Base Load

This is the minimum amount of power that a utility or distribution company must make available to its customers, or the amount of power required to meet minimum demands based on customer requirements.

Billing

A charge applied to an electricity customer for energy reserved or made available explicitly for that customer. This charge is levied whether or not the customer actually uses the energy made available for them.

Blackout

A blackout is a complete interruption of power in a given service area. Blackouts come without warning, last for unstipulated periods, and are typically caused by faults, acts of vandalism, equipment failure or severe weather.

Brownout

A brownout is a partial, temporary reduction in system voltage or total system capacity. Although service is not disrupted completely, a brownout will cause a dimming of lights and may result in a loss of load.

Bundled Utility Service

Refers to energy provision in which all needed electric services (generation of energy, transmission of electricity, distribution from the transmission system, metering and billing, and support functions required to maintain consistent supply) are provided as a single package, usually by a single provider.

Bus (Or Busbar)

A strip or bar that conducts electricity within a switchboard, distribution board, substation, battery bank or other electrical apparatus.

Capacitor

A capacitor is an electronic component typically used to “clean up” the flow of electricity by ensuring steady, consistent wattage through a circuit or part of a circuit. It also improves the efficiency of the electrical system.

Capacity

The maximum amount of power, normally expressed in megawatts, that a given system or subsystem can carry or produce at a particular moment, and is typically used to represent the real production capability rating of a generation or transmission system.

Capital Intensive

A business process or an industry that requires large amounts of money and other financial resources to produce a good or service. The electric utility industry is one of the most capital intensive of all industries.

Circuit (Electric)

A complete path through which electricity flows.

Circuit Breaker

A type of switch designed to automatically interrupt power when more power is flowing through the circuit than the circuit is designed to handle.

Cable

A cable is most often two or more wires running side by side and bonded, twisted or braided together to form a single assembly. Electrical cable is the wire plus all other materials required by the wire for practical use (e.g. insulation and sheathing).

Cogeneration

The simultaneous generation of electrical and thermal energy where both forms of energy are put to productive use

Compact Fluorescent Lamp (CFL)

A Compact Fluorescent Lamp (CFL) is a type of energy saving lamp, also known as Compact Fluorescent Light.

Conductor

Any substance or object able to transmit electricity, or which is intended for use as a carrier for electricity.

Current

Current is the flow of electricity. The amount of current which can be carried by an electrical system is measured in watts.

Demand-Side Management

The management of demand for energy. It is a service offered by utilities, energy suppliers or private companies as a value added service to assist the customer with getting the best value from their energy expenses.

Direct Current (DC)

Electricity that flows continuously in one direction at all times.

Distribution System

Usually refers to the combination of the physical hardware required to deliver energy between high-voltage transmission lines and end-use customers, and the procedures and processes used to perform the actual delivery.

Electricity

It is the energy made available by the flow of electric charge through a conductor.

Energy Sector

This sector includes companies involved in the exploration and development of oil or gas reserves, oil and gas drilling, alternative energy sources, or integrated power firms.

Fault

A failure or interruption in an electric circuit.

Feeder

An electrical line that feeds energy to the next level of distribution. A distribution feeder is an underground or overhead line connected to a transmission system which carries power into the distribution network where it is delivered to end-use customers.

Fossil Fuel

Literally, fuel from fossils. A naturally occurring non-renewable organic energy source that comes from fossilized plants and animals, such as coal, crude oil, and natural gas.

Fuel Cost Adjustment

Refers to a change made to the price of electricity based on changes in the market price of fuel used to generate it.

Fuse

A safety device that protects an electric circuit from becoming overloaded. Fuses contain a length of thin wire (usually of a metal alloy) that melts and breaks the circuit if too much current flows through it.

Generation of Electricity

To make electricity. A generating station is a building where electricity is made.

Generation Resources

The various means available for generation of electricity. Electricity in Kenya is generated mainly from hydro, geothermal and thermal sources. There are efforts to generate electricity on a wide scale from wind and solar.

Geothermal Energy

Energy generated by heat stored beneath the Earth’s surface or the collection of absorbed heat in the atmosphere and oceans.

Gigawatt

A watt is a unit of power, especially of heat or light. A Gigawatt is equal to a billion watts or one thousand megawatts.

Ground

A conducting connection, intentional or accidental, between an electrical circuit or equipment and the earth providing a complete current path.

Hydroelectric

The production of electrical power through the use of the gravitational force of falling or flowing water.

Incandescent Lamp

A lighting device in which light is produced using electrical current to heat a thin filament (thread) or metal to a temperature where it gives off light.

Independent Power Producer (IPP)

Refers to a producer of electrical energy which is not a public utility but which makes electric energy available for sale to utilities or the general public.

Instantenous Peak

The demand at the instant of greatest load, usually determined from the readings of indicating or graphic meters.

Insulator

A material or an object that does not easily allow heat, electricity, light, or sound to pass through it.

Installed Capacity

Describes the maximum capacity that a system is designed to run at.

Interconnected System

A system consisting of one or more individual power systems, normally operating with the interconnecting transmission lines. The Kenyan power system and the Ugandan Power system form an interconnected system.

Kenya Electricity Generating Company (KenGen)

A company that generates electricity from all publicly owned generating plant and sells power in bulk to Kenya Power. It is also the single largest supplier of electrical energy in the country.

Kenya Power

This is a limited liability company which transmits, distributes and retails electricity to customers throughout Kenya. The Company, quoted at the Nairobi Securities Exchange, buys power in bulk from power generators, which it then transmits, distributes and retails to consumers.

Kenya Power National Contact Centre

The National Contact Centre was established to allow customers interact with the Company via all communication channels including telephone, email and social media.

Kilovolt (KV)

1 Kilovolt (Kv) =1,000 Volts

Kilowatt (KW)

1 Kilowatt (KW) = 1,000 Watts. A kilowatt – hour (KWH) is the basic unit of electrical energy equal to I Kilowatt or 1,000 Watts of power used for one hour. The amount of power the customer uses is measured in kilowatt hours (kWh).

Power Line

A system of high tension cables by which electrical power is distributed to electricity customers.

Line Crews

A team of trained, skilled maintenance and repair workers who service transmission and distribution lines, and equipment

Load

A load is the amount of power delivered, as required, at any point or points in the system. A load is created by the power demands of customer equipment.

Load Factor

The average power divided by the peak power over a period of time.

Load Shedding

The act or practice of temporarily reducing the supply of electricity to an area to avoid overloading the generators. Load shedding is most often applied to ensure continuity to a smaller number of costumers when demand for electricity exceeds supply.

Long Run Marginal Costs

The nature of the power industry is long term in nature due to the nature of investments that support power supply. Hence, there is need to plan for the future in a consistent manner in order to safeguard security of supplies efficiently. Kenya’s power tariff is based on long run marginal costs, which deal with future costs over a long period of e.g. five to ten years, so that the resulting tariff prices in constant terms tend to be quite stable over time.

Maximun Peak

The greatest demand that occurred during a specified period of time.

Megawatt

One million Watts or 1,000 Kilowatts.

Meter Board

The board on which the meter and main switch, and associated equipment are mounted.

Meter Inspection

The examination of the meter for various reasons including verifying, readings, determining accuracy and checking for malfunction.

Meter Tampering

Deliberate interference with the power measuring device in premises, usually for purpose of showing lower or no consumption.

Power Maintenance Schedule
Nov 27, 2024 14:00 pm
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Nov 22, 2024 10:00 am
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Nov 14, 2024 16:00 pm
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Nov 07, 2024 14:00 pm
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Oct 25, 2024 09:00 am
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Oct 17, 2024 10:00 am
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Oct 14, 2024 10:00 am
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Sep 30, 2024 07:00 am
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