Kenya Power has rolled out a simplified self-reading option to help customers manage their electricity bills more accurately and resolve common billing issues, such as zero billing and meter discrepancies.
In an update on January 12, 2025, the utility said the new approach is designed to give users greater control over billing accuracy by allowing them to submit their own meter readings through official communication channels.
Customers under the new process are required to take a clear photograph of their electricity meter showing both the meter number and the current reading. The image should then be shared through Kenya Power’s official WhatsApp, X (formerly Twitter), or Facebook pages.
Once the image is received, a contact centre agent will use the submitted photo to initiate the resolution process. Customers will be issued a unique 15-digit reference code to track the case as it is handled.
Kenya Power said cases will be resolved within a reasonable timeframe, with further verification conducted where necessary. For on-site confirmation, the matter may be escalated to field teams, with a technician dispatched to carry out a site visit, re-bill the account, and resolve the issue.
The utility said the initiative is intended to reduce billing disputes and to provide customers with a more transparent, hassle-free experience when addressing meter-reading concerns.
Kenya Power encouraged customers who receive zero bills or wish to confirm that their billed units match their actual meter readings to make use of the self-reading option.
How to confirm your Kenya Power meter reading through USSD
This is part of the digital solutions rolled out by the utility aimed at simplifying how customers manage their electricity accounts. Kenya Power’s *977# USSD platform offers a range of services, including accurate billing, safety verification, and fault reporting.
The self-reading option for postpaid customers allows users to avoid estimated bills by submitting their actual meter readings.
By dialing *977#, customers can enter their account and meter details and submit readings based on actual consumption. Updated bills are typically generated within 48 hours.
The utility says the service helps address common billing complaints such as zero bills, delayed statements, and discrepancies between meter readings and billed units.
Customers who submit readings receive monthly reminders and are advised to send them within 3 days of their scheduled billing date for accurate billing.
Also Read: Kenya Power Explains How Prepaid and Postpaid Electricity Plans Work
Beyond self-reading, Kenya Power has also enabled customers to set up instant bill alerts through the same *977# platform. By selecting postpaid services and choosing the bill alerts option, customers can activate notifications via SMS or email.
The alerts notify customers when bills are generated, helping them stay informed and avoid missed payments.
Verifying staff and contractors
The *977# service also includes a safety-focused feature known as “Jua for Sure,” which allows customers to verify whether a person claiming to be a Kenya Power staff member or contractor is genuine.
Using the USSD code, customers select the Jua for Sure option, choose whether the individual is staff or a contractor, and input the provided staff and identification numbers.
The system then issues an instant response confirming whether the individual is legitimately associated with Kenya Power.
Also Read: Revealed: Why Kenya Power Bills Fluctuate Wildly Despite Constant Usage
The utility notes that the feature is intended to protect customers from impersonation and fraud, especially during field visits.
In addition to USSD-based services, Kenya Power has simplified the process of reporting faulty meters through the MyPower App.
Customers experiencing meter-related issues can log in to the app, select the report incidents option, choose “faulty meter,” enter the meter number, and specify the issue.
Kenya Power says the digital reporting process allows faults to be logged quickly and handled efficiently without the need for physical visits to customer service offices.
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