The Kenya Power and Lighting Company (KPLC) has rectified electricity billing errors in two separate cases after interventions by the Commission on Administrative Justice (Ombudsman)
According to a statement shared by the Commission on March 6, a customer lodged a complaint on November 5, 2025, citing an erroneous debt of KSh69,250 that had accumulated between December 2023 and May 2024.
The customer explained that KPLC had delayed addressing the issue despite earlier attempts to secure a complaint reference number in September 2025.
Upon the Commission’s intervention, KPLC reviewed the customer’s account and, in a letter dated February 6, 2026, confirmed that the anomaly had been corrected, bringing the matter to a close.
Second Customer Flags Incorrect KSh34,000 Backdated Bill
In another case, a customer reported being unfairly charged KSh34,000 in 2025 for an outstanding bill dating back to June 2023. The customer had made an advance payment of KSh30,000 while travelling abroad in June 2025, at a time when his account already reflected a credit balance. However, despite the payment, the disputed bill continued to appear.
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“A customer lodged a complaint with the Commission on 22nd September 2025, alleging unfair treatment in the management of his electricity account. He stated that he was arbitrarily charged KSh. 34,000 in 2025 for an outstanding bill dating back to June 2023,” noted the Commission.
Following an inquiry by the Commission, KPLC reviewed the matter and, in a letter dated February 23, 2026, confirmed that it had posted a credit of KSh35,011 to the customer’s account, effectively resolving the issue.
The Commission’s Corporate Communications Division emphasized that these resolutions followed its direct engagement with KPLC and reiterated the importance of timely dispute handling in safeguarding consumer rights.
Different Case Reveals Depth of KPLC Billing Problems
In December 2025, the Energy and Petroleum Tribunal cancelled a massive KSh 518,099 electricity bill that Kenya Power had sent to a customer, Derek Seton, after finding that the charges were based on serious billing mistakes.
According to documents filed with the Tribunal, Derek had gone three years without receiving any invoices, and his billing statements contained errors in the recorded payments.
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He said he repeatedly asked Kenya Power to clarify his bills, but his concerns were ignored for years. When a supervisor was finally sent to check his meter on March 24, 2023, the company allegedly threatened to disconnect his power.
Derek insisted that the meter be corrected to reflect accurate readings, that a credit balance of KSh 56,090 be removed, and that proper billing be done and broken down into manageable amounts.
After Kenya Power delayed addressing his complaints, he hired Wamae and Allen Advocates, who formally demanded that the company fix the mistakes. In response, Kenya Power issued the now-disputed bill of KSh 518,099 on April 26, 2023, prompting the Tribunal case that ultimately cleared him.
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