Energy utility company Kenya Power has attributed the decline in electricity tokens for some customers to a rebilling adjustment due to past billing errors on faulty meters.
In a post on June 18, a Kenya Power customer named McAwuor complained that the KSh1,000 amount had dropped from 39 units to 28 units within two weeks.
“Kenya Power, what is causing this kind of electricity hike? 1,000 gives me 28 units from 39 in a span of two weeks,” he asked.
In response, Kenya Power attributed the reduction to a rebilling adjustment debt linked to a previously faulty meter.
Kenya Power Clarifies Deductions Behind Reduced Electricity Tokens
The utility company explained that the meter had recorded incorrect readings, resulting in billing inaccuracies.
Following the correction of the fault, Kenya Power began recovering the outstanding amount by deducting up to 30 percent of subsequent token purchases to settle the arrears.
According to the company, the deductions will continue until the accumulated debt arising from the billing error is fully recovered.
“Apologies for the inconvenience caused. Kindly note that the reason your token amount is lower than usual is that there is a rebilling adjustment debt on your meter. This is due to a billing error from when the meter was faulty and recorded incorrect readings. Once it got corrected, the debt amount has slowly been deducted from 30% of your token purchases to settle the arrears,” Kenya Power explained.
Also Read: Kenya Power Explains How Customers Can Retrieve Deleted Electricity Token Messages
What Is a Rebilling Adjustment and Why Does It Reduce Electricity Tokens
A rebilling adjustment is a process used to correct billing errors such as incorrect meter readings or estimated bills.
Customers may be required to submit actual meter readings or photos of their meters to initiate the correction, ensuring charges reflect actual electricity consumption rather than estimates.
Once applied, a rebilling adjustment can affect prepaid token purchases if there is an outstanding debt on the meter.
Also Read: Quick Steps to Confirm Your Kenya Power Meter Reading Matches Your Bill
In such cases, a portion of each token purchase may be deducted to recover the arrears, resulting in fewer electricity units being issued than expected.
The arrangement is also applicable where customers are on repayment plans, such as the Stima Loan, where part of each token purchase is allocated toward settling outstanding balances.
Under Kenya Power policy, customers are encouraged to report billing discrepancies and request corrections through available service channels, including digital platforms and customer service offices, to ensure accurate billing going forward.
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