Kenya Power has a structured Customer Complaint Policy in place, designed to ensure that customers can report issues and receive timely feedback and resolution.
The policy outlines how complaints should be reported, how they are handled internally, and the timelines within which the company should acknowledge and respond.
It applies to residential, commercial, and industrial customers across all regions.
The company defines a complaint as any expression of dissatisfaction about its services, billing, connections, outages, accidents, or employee conduct.
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To enhance accountability and transparency, every formal complaint must be documented, issued a reference number, and tracked until it is resolved or formally closed.
Kenya Power Channels for Reporting Complaints
Customers of Kenya Power and Lighting Company (Kenya Power) can lodge complaints through multiple channels:
- By telephone: 24/7 Contact Centre – 97771.
- Emergency numbers: 0703 070707 and 0732 170170.
- Via USSD code: Dial *977#.
- Mobile app: The “MyPower” self-service app, available for Android and iOS.
- In writing: Letters addressed to the respective Regional Manager; written complaints acknowledged within two days.
- By email: [email protected].
- In-person: Visit the nearest Kenya Power office/branch, where a representative can assist or refer you to the matter.
- On social media: Via Twitter @KenyaPower_Care or @KenyaPower, or the Facebook page “Kenya Power”.
Complaint Handling Process
Once submitted, a complaint is recorded in the Kenya Power company’s Internal Complaint Management System (InCMS).
If it involves a simple issue such as billing clarification, it is resolved immediately.
Where a technical assessment is needed, it is forwarded to the relevant department or field team for investigation.
The customer is issued a reference number and receives updates during the process.
If a customer is dissatisfied with the outcome, the case can be escalated to higher levels, including the County Business Manager, Regional Manager, General Manager, and eventually to the Managing Director & CEO.
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If unresolved, the customer may escalate externally to the Energy and Petroleum Regulatory Authority (EPRA) or the Energy and Petroleum Tribunal.
Kenya Power acknowledges written complaints within two working days and provides feedback within three working days after logging the complaint in the system.
Timelines vary depending on the nature of the issue. For instance, new electricity connections, after payment, should be completed within three days, while small, low-voltage extensions (single-phase up to 8 kVA) should be completed within 28 days.
More complex high-voltage connections are completed in accordance with agreements with the customer.
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