Frequently Asked Questions
This section is designed to help you easily find the information you need, providing clear and concise responses to ensure a smooth and informed experience.
Update token meter yako is an exercise targeted at all prepaid meters where a code is used to uniquely identify each prepaid meter token that is generated at the point of purchase. It ensures that the units are safe by preventing replication in the system.
Update token meter yako is necessary to prevent service disruptions. It is a process that updates software in a prepaid meter to reset the software.
The process involves updating the prepaid meter software. To update their meters, customers will key in two codes sent to them via SMS by Kenya Power in the correct sequence. The codes are 20-digit numbers that will be entered into the prepaid meters to update the meter’s software.
Access the Safaricom menu on your phone screen.
Go to Mpesa, and select Lipa na Mpesa.
Use the pay bill option and enter the business number 888880.
Enter the meter number and follow the Mpesa prompts after that.
A token purchase message pops up from Safaricom with the token number.
Connect the CIU to a wall socket.
Key in the 20 digit numbers (token number).
Press the enter key.
The meter might require a tamper token. Check on the screen of the CIU and see what icons the meter displays. Among what one should check is whether there is an open circuit displayed or an unhappy human face.
If further assistance is required, please contact our national contact centre on 97771.
Reconfirm the 20 digits (token number).
Confirm if the meter you are loading into is the correct meter (query the meter number).
Try and load any previous token (if the response is USED, try to reload the new token).
If both the meter and token numbers are correct, please call the National Contact Center & Customer Experience for further assistance on 97771
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).
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.
If a customer, employee or other stakeholder encounters unethical behaviour or considers that anything required of him/her is in contravention of the code of ethics or is otherwise improper or unethical, he/she is duty bound to report the matter through the reporting channels as indicated below. Integrity champions have been appointed in all branches to support this.
Yes, you will be assigned a reference number so that you can anonymously inquire on the status or outcome of an investigation initiated by you.
All correspondence entered into the reporting channel is confidential. The substance of investigations including the identities of the parties to it will remain anonymous.
All cases will be investigated quickly and feedback provided. Some cases may take longer than others but on average, an ethics case should be resolved within 30 days.
No person shall threaten or victimize another for reporting or exposing an illegal act or a violation of ethics.
Kenya Power offers access to our products and services through the use of USSD code, *977#. Please note that the service is currently limited to the Safaricom mobile network.
How the service works
Dial *977#.
Select the service you need as per the menu.
Then proceed with the process, as guided by the system prompts.
NOTE: For you to benefit from the service, you need to have airtime.
Services you can get:
The services available are listed in the order they appear on the service’s menu.
Option 1: Prepaid services
Option 2: Postpaid services
Option 3: New connections
Option 4: Report Incidences
Option 5: Jua for Sure
Option 6: Billing Complaints
Dial 977# on your Safaricom line.
Select option 1, prepaid services (token).
Choose buy token.
Enter your meter number.
Enter the amount you wish to purchase.
You will be redirected to your M-Pesa menu. Enter your M-Pesa PIN to complete the purchase.
Dial *977#
Select prepaid services (token).
Choose the “latest token”’ option.
Add (select) your meter number.
Confirm and accept transaction details.
You will receive an SMS with details of the last three tokens.
Please note that network charges apply
Dial *977#.
Select prepaid services (token).
Choose the “token details” option.
Select the M-Pesa reference number.
You will receive a menu with details of the token corresponding to the selected M-Pesa reference number.
The applications for power supply are categorized based on the load and type of application as outlined below:
Load
Below 25 kVA (Standard)
25-999 kVA (Premium)
Above 1000 kVA (Premium large)
Type
New
Additional load
Meter separation
Temporary
Rerouting group application
Requirements
a) All applicants shall provide the following mandatory documents:
Copy of national identification (ID) or passport for non-Kenyans/company registration certificates.
Copy of your personal identification number (PIN) Certificate.
Route sketch map leading to premises or a pin location where supply is required.
Copy of title deed/certificates confirming land ownership/ official letter from the local administration office.
Commencement of work certificates by the relevant licensed contractor.
Applicants for meter separation and additional load shall in addition to documents (i) to (v) above indicate the account number and ensure any pending electricity bill is paid up at the time of application.
Applicants for group application, a joint application shall be submitted and in addition to items (i) to (v) above, a listing of all the group members, their respective;
Plot numbers, PIN and ID numbers, contacts and load sheets shall be appended, minutes of the group meeting agreeing to applying for electricity jointly.
Applicants for premium applications shall provide the following documents in addition to (i) to (vi) above.
Scaled site plan (preferably in soft copy AutoCAD/ DWG).
Load schedule details.
b) The design of the electricity supply shall be undertaken as per the design manual and a quotation issued.
c) The quotation shall be communicated to the customer through a letter via the post office or electronically (email and short message system (SMS)).
d) Customers’ quotation shall be valid for ninety (90) days from the date of issuance of the quotation. The quotations shall comprise of the following components; capital contribution, VAT, and meter deposit.
e) For post-paid domestic applications a refundable meter deposit is required.
f) For large commercial or industrial customers, an on-demand guarantee from a reputable bank or meter refundable deposit will be required.
g) For temporary applications, the letter of quotation shall state the expiry date of the temporary line and the materials to be recovered upon expiry.
h) Payments can be made through the following channels;
Electronic funds transfer (RTGS) to Bank Account:
Name: Kenya Power and Lighting Company Limited;
Bank name: Standard Chartered Bank;
Account number: 0104074121608;
Bank branch: Harambee Avenue, Nairobi.Mobile money (pay bill number 888899, quote application reference no.)
Cheque to KPLC (quote application reference number and contact number overleaf of the cheque)
Cash payment at KPLC payment/commercial office
i) After payment, the customer shall submit:
Installation Test and Completion of Work Certificates by the relevant licensed contractor.
For above 1,000 KVA, High Voltage (HT) Test results of installed switchgear and equipment also issued by a Licensed Registered and Licensed Class “A1’ or B contractor as per EPRA regulations.
j) In order to respect property rights and to fulfil the provisions of the law (Energy Act 2019, Section 171 & 178, and as per KPLC wayleaves policy) the company shall obtain right of way consent from relevant property owners to lay the electricity lines for the connection of electricity supply line to the Customers’ premises.
k) Customers shall engage the services of a registered electrical contractor, (applications above 1,000KVA, licensed & registered class ‘A1’ or Class “B” electrical contractor shall be used). [NB ‘class B” contractor will be limited to metering voltages not exceeding 40 kV while Class ‘A1’contractor will not be limited to any metering voltage as per the EPRA regulations], who must be licensed by the Energy and Petroleum Regulatory Authority(EPRA) as available on their website https://www.epra.go.ke/download/licensed-electrical, to do the following:
To guide in the excavation and reinstatement of the cable trench(es) as well as the provision of suitable cable conduits or ducts where applicable.
To carry out the electrical wiring installation and issue commencement of work, completion of work and test certificates in respect of your internal wiring installation.
For prepaid metering, install standard communication cables from our supply termination point to where the User Interface Units shall be installed.
All internal wiring certificates will be submitted electronically through the web portal that is shared between Kenya Power and EPRA.
l) The customer shall submit a duly filled Supply Contract Form that will be used to create a contractual agreement between Kenya Power and the customer.
m) Upon receipt of all prerequisites and payments, Kenya Power shall commence and complete works in accordance with the construction and metering guidelines of the Company.
n) For temporary supply that has been extended commercially, a system reinforcement scheme will be initiated to facilitate the conversion of the line into an asset and meter recovery as per the customer service metering manual.
o) Upon expiry of the Temporary supply period, the lines and the associated equipment including the meter shall be recovered, and the customer shall be refunded according to the design and construction manual. In compliance with the law, the ground shall be restored to its former condition as far as possible (Energy Act, 2019 Section 176 (2)).
a) Applying at the KPLC office
Visit your nearest office (new connection counter) and fill in the enquiry of supply of electricity form.
Attach the required documents and hand the complete document to the staff for verification of details.
b) Applying through the online option
Go to www.kplc.co.ke
Select the self-service option.
The window will open to allow you to choose the type of application you need
You are eligible for stima loan if you meet the following criteria:
You must have a valid quotation i.e. not over 90 days.
You must be able to pay at least 20% deposit on your quotation subject to a maximum loan of Kshs 200,000.
You will be required to pay 5% processing fees of the amount of loan applied. Payable after approval of loan application.
Loans are available to Individual customers and not schools, corporate companies.
The quotation must be for one meter.
You must not have another outstanding Stima Loan at the time of application.
Visit our offices and contact the business development office. You must have the following documents:
Original & copy of your ID.
Copy of ID of the next of kin.
Copy of pin.
Wiring certificate.
The minimum amount of loan is Kshs 15,000.00 while the maximum amount issued is Kshs 200,000.
Any amount of loan above Kshs 100,000 will require a credit report from a licensed Credit Reference Bureau (CRB).
A cash payment option is available by visiting our branches that have commercial offices or collection points.
Mobile money by using M-Pesa. Details: Pay bill 888 888
A/C number Issued to you (confirm from the office if not sure) or pay bill 888 899.
Application reference number/work request number issued to you (confirm from the office if not sure)
Currently, there is no option to pay the stima loan through prepaid meters.
You can visit our office close to you and request if your area is under the project.
There are transformers marked under the project and this can be advised by the business development officer in charge of your county. All customers within 600 meters of the marked transformers automatically qualify for the last-mile loan.
You can also as a community write a letter, attaching a list of beneficiaries to the Ministry of Energy requesting for consideration of the last mile connectivity project.
This is a government project aimed at improving the connectivity of Kenyan households to the national grid and ultimately achieving universal access. By Dec. 2022, the programme had achieved a connectivity of an additional 1.553 million Kenyans to the grid. The government has been implementing the project through Kenya Power and the Rural Electrification & Renewable Energy Corporation (REREC).
The main financiers of this program are the Government of Kenya through a partnership with the African Development Bank (AfDB), The World Bank, The Agence Française de Développement (AFD), the European Union (EU), the European Investment Bank (EIB), JICA and Kenya Power.
The household must be located within 600 meters of an earmarked transformer or a newly proposed transformer under the last mile project.
Require a single-phase connection.
Each customer will be required to contribute a total of KES 15,000.
Please call the national contact center & customer experience through *977# or 97771 for assistance with this query.
All new connections begin with the domestic ordinary tariff. Once a usage history has been established, over the next 3 months, the tariff is adjusted accordingly as per the average usage over this period.
Due to the difference in tariffs between the two premises, the advice to monitor your consumption with an aim of reducing it to an average of less than 30 units over three months applies. Once your average usage falls below this threshold, you will automatically be moved to domestic lifeline upon review.
Please visit your nearest KPLC office and speak to the engineer in charge or customer service in charge for related advice. Any such tariff change will be done after a site visit to establish details of your connection and account.
You can buy as much power as you wish.
Your current electricity deposit will be refunded if you have no debt.
Kenya Power technician will come in a team and bear a company identification card. He will also have a prepayment meter, which will be used to replace the existing credit meter.
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P.O. BOX
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