The Kenya Power and Lighting Company (KPLC) has announced that all new electricity connection applications will now be submitted through a digital platform.
Kenya Power, in a statement on Tuesday, December 2, 2025, said that all applications will be submitted exclusively through its digital self-service portal. The change takes effect this week.
The move, which ends the use of paper-based applications at service centres and banking halls, is intended to enhance operational efficiency, improve the customer experience, and significantly shorten processing times for new electricity connections.
According to the announcement, customers seeking new connections must use the link on the company’s website (https://selfservice.kplc.co.ke/public/). The link is accessible on computers and mobile devices.
Average of 269,268 applications annually
Kenya Power emphasised that beneficiaries of the Last Mile Connectivity Project will continue to be served by its on-site officials during the project’s implementation.
“The move, which takes effect this week, is aimed at improving operational excellence, enhancing customer experience, and ensuring faster processing times for all electricity connection requests.
Effectively, the Company will stop receiving manual electricity connection applications at its service centres and banking halls. Beneficiaries of the Last Mile Connectivity Project will be engaged by Kenya Power officials on site during implementation of the project,” the statement reads.
The utility said it has received an average of 269,268 applications annually over the past three years, for a total of 807,804. By digitising the process, Kenya Power aims to reduce turnaround times, increase transparency, and make electricity access more convenient.
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Kenya Power’s Managing Director and CEO, Eng. (Dr.) Joseph Siror noted that the shift aligns with the company’s broader digital transformation agenda, which aims to make services more responsive and secure.
“Digitalisation is central to Kenya Power’s transformation agenda, and by streamlining how customers apply for electricity, we are not only improving efficiency but also building a modern utility that is responsive, inclusive, and transparent,” he said.
Kenya Power CEO speaks on shift to digital platform
Siror said the system would help curb cases where individuals falsely present themselves as company staff, leading customers to lose money.
“This shift is also a commitment to faster, smarter, and more transparent service for every Kenyan. We have had instances where rogue individuals present themselves as Kenya Power staff and unsuspecting customers lose money. Through this new system, we are confident that such cases will significantly reduce. We are putting the power of access directly into the hands of our customers and we are ready to walk this journey with them.”
Kenya Power has deployed Business Development teams across the country to support the transition by assisting customers using the new digital platform.
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A multi-channel service approach has also been introduced to allow customers flexible access to application services at any time.
The company also reported that in the year ending June 30, 2025, it surpassed the 10 million customer mark, adding 401,848 new connections. These new connections contributed approximately 203 GWh in additional electricity sales.
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