Postpaid Meters

• Once the required documents are provided and all bills due are settled, the team in charge will terminate this account within 48hrs.

• For prepaid customers, it will be done within 48hrs once all required documents are provided.

The credit balance (overpaid amount) or existing account deposit cannot be used for this purpose. In addition, the account can only be contracted once the deposit has been refunded to the registered account holder.

Kenya Power issues a deposit refund within 14 working days from the closure of a postpaid account (one that receives bills at the end of the month) according to our service charter. There is no deposit refund for a prepaid account (one that requires the loading of tokens into the meter).

Requirements to effect the reversal:

• Download the Prepaid Reallocation Form from our website (www.kplc.co.ke). The form can also be requested through customercare@kplc.co.ke

• Fill in the details and sign as required.

• Attach a copy of the receipt (in this case a screenshot of the M-Pesa message).

• Attach a copy of your national ID (for a Kenyan) or Passport (for a non-Kenyan).

• Send all required documentation through the email address, customercare@kplc.co.ke. The completed form can also be dropped at your nearest KPLC office.

• A reference number will be issued to assist with any future follow up of this matter.

NOTE: The procedure is applicable for postpaid accounts, in the case of an erroneous transaction. There is a different form for postpaid use, but the requirements and timelines involved remain the same.

Upon filling of the prepaid token and completion of the procedure shared, allow for a minimum of 10 working days to get your refund. The erroneous tokens require our technical teams to visit where the meter is located, load and clear the erroneous tokens to prevent reuse.

• Download the Prepaid Reallocation Form from our website (www.kplc.co.ke). The form can also be requested through customercare@kplc.co.ke

• Fill in the details and sign as required.

• Attach a copy of the receipt (in this case a screenshot of the M-Pesa message).

• Attach a copy of your national ID (for a Kenyan) or passport (for a non-Kenyan).

• Send all required documentation through the email address, customercare@kplc.co.ke The completed form can also be dropped at your nearest KPLC office.

• A reference number will be issued to assist with any future follow-up of this matter.

There is no time line and so long as you have the transaction details we will complete the process.

When a customer terminates an account on request, it will take a maximum 14 days for deposit to be processed and refunded.

When a customer clears the debt plus the reconnection fee, reconnection will take effect within 24 hours.

Why a customer may be disconnected from power:

Kenya Power can disconnect a customer’s power due to any of the following reasons:

• Failure to pay one’s bill within the due date provided.

• Accumulation of a huge, unpaid bill.

• Any identified irregular use of power. Examples of irregular use of power include illegal connections, theft of power, or any fraudulent behavior that goes against the terms of a Kenya Power contract.

• Our area office will also explain the reason for any such disconnection as appropriate.

The customer should be in possession of the following documents as proof of ownership:

• Title deed or sale agreement, or certificate of allotment if the house was given either by the government ministry or state department, or any other authorities.

• Copy of national identity card.

• Copy of PIN certificate.

• Deposit - the amount of the deposit depends on the customer category.

• Route indicating the actual orientation of the premises.

The customer should write to the engineer in charge of a respective region requesting for conversion from either postpaid to prepaid and vice versa. The letter must include the customer’s details, which are:

• Their residential address.

• Current account/meter number.

• Contact phone number.

• In the case of a postpaid account, the outstanding balance should be paid in full.

• A customer is advised to take a photo of the meter to our relevant office for rebilling. However, the shared readings and meter numbers should be clearly captured in the photo for purposes of accountability.

• This information can be shared through the Whatsapp number 0702 977977, or through sharing a photo of this with your nearest KPLC office for rebelling.

• The customer can send their meter readings through the self-service app, MyPower, available from the Android and IOS app stores. There is a self-read menu for billing purposes.

A customer can use any of the following channels for this purpose:

• Call the national contact center & customer experience through any of the following numbers: *977#, 97771, 0703-070-707, or 0732 170-170.

• Visit our nearest office and speak to the county business manager or respective branch head.

• Through the use of the USSD code *977# and selecting option 4, report incidences.