The Kenya Power and Lighting Company has unveiled revamped self-service platforms designed to make its services easier, faster, and more convenient for over 10 million customers.
The redesigned MyPower App features a fresh, user-friendly interface and a range of new enhancements for easier navigation.
The Power company has revamped MyPower App, which now features a user-friendly interface, multiple account management, token tracking, and a new direct WhatsApp chat support feature for instant assistance.
Additionally, the revamped App allows customers to purchase tokens, pay their electricity bills, self-read their postpaid meters, lodge billing complaints, and access scheduled power interruptions.
Through the USSD *977#, customers can also access their digital receipts for all payments to the Company.
The revamped USSD also allows customers to give unique names to their accounts for easy reference.
Additionally, the USSD service is now available in Kiswahili.
Kenya Power Board Director Ruth Muiruri stated that the improved customer experience remains a priority for the company’s leadership.
“At the very heart of our mandate as a Board of Directors is customer experience. We are not stopping here. We are keenly listening to the feedback from our customers to develop products and strategies that empower them to engage with us proactively because we know when customers are happy, they pay willingly, losses reduce, revenues grow, and our financial position strengthens,” she said.
Kenya Power Revamps MyPower App
Among other key upgrades is Nuru by Kenya Power, unveiled on October 6, which includes the company’s first-ever AI-powered chatbot.
The chatbot is expected to offer 24-hour customer support.
Nuru will respond to customers’ queries through the Company’s website and Facebook Page, KenyaPowerCare.
The chatbot will also handle other customer queries, allow users to report incidents such as power outages, and facilitate direct communication with a customer care representative.
Also Read: Kenya Power Posts Ksh24 Billion Profit, Declares Dividend
How to Download the MyPower App
To get the MyPower App, simply visit your phone’s app store — Google Play Store for Android users or the Apple App Store for iOS users — search for “MyPower”, and download the version developed by Kenya Power.
For Android Devices (Google Play Store):
-
Open the Google Play Store app on your phone.
-
In the search bar, type “MyPower” and tap the search icon.
-
Locate the MyPower app by Kenya Power and tap on it.
-
Tap “Install” to download and install the app on your device.
For iOS Devices (Apple App Store):
-
Open the App Store on your iPhone.
-
In the search bar, type “MyPower”.
-
Tap on the official Kenya Power MyPower app.
-
Tap “Get” to download and install the app.
Also Read: Kenya Power Announces Disruption of Token Purchases Via M-Pesa
How Self-Service Platforms Performed
During the last financial year, the Company experienced growth in the number of customer requests on its self-service platforms, in line with its expanding customer base.
The total number of customer interactions on the MyPower App increased by 22.12% during the financial year ending June 30, 2025, to 2.02 million, compared to 1.65 million interactions on the same platform recorded during the previous financial year.
Similarly, customer requests on the Company’s USSD Code *977# increased by 13.58% from 1.62 million to 1.84 million during the period under review.
The growing uptake of the self-service platforms resulted in a reduction in the number of calls to the Company’s contact centre by 900,000, from 5.2 million to 4.3 million during the period.
Follow our WhatsApp Channel and X Account for real-time news updates.
