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Kenya Power billing disputes disrupted two of its offices, and the utility has now responded to the cases that hit its Naivasha and Roysambu branches on Wednesday, 11 November 2026, after videos of the incidents spread on social media. In a position statement dated 12 November, the utility said one customer had been billed for electricity drawn illegally through a punctured cable, while the other was billed on an estimate after a faulty meter was replaced.
“Kenya Power understands the frustration that billing concerns can cause customers, and we take every complaint seriously,” the company said. It added that while it is “generally reluctant to discuss individual customer disputes publicly,” the videos and reports circulating required it to clarify the two cases.
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What Kenya Power says happened in Naivasha
Operations at the Naivasha office were disrupted on 11 November. According to Kenya Power, its team found in January 2026 that electricity was being “illegally drawn through a punctured cable” at the customer’s premises, resulting in unmetered consumption, and the supply was disconnected.
On the Kenya Power billing in Naivasha, the company said an independent inspection confirmed the consumption had not been metered, and that the customer acknowledged this and signed the required documents. The customer was then billed for the unmetered power and offered a flexible payment arrangement, “whose agreed terms were not met to date.” Kenya Power said its team remains open to talks with the customer.
The Roysambu case: a faulty meter and an estimated bill
At Roysambu, a Kenya Power billing dispute over an accumulated electricity bill caused a temporary disruption of normal operations on the same day. Kenya Power said an inspection established that the customer’s meter “had an anomaly,” and a new meter was installed.
In this Kenya Power billing case, the customer’s consumption was then assessed using the average monthly consumption recorded by the replacement meter, which the company said is “as required by law.” Kenya Power said it has reached out to the customer and talks are ongoing to resolve the matter.
Our explainer on why you get fewer Kenya Power units covers how tariff bands and rebilling debt affect what customers pay.
How to raise a Kenya Power billing complaint
For any Kenya Power billing problem, the company urged customers with concerns about meters or bills, including those who have not received a bill, to contact the company for help. Customers can also submit their own meter readings through the *977# USSD code or the MyPower app on Google Play and the App Store.
For Kenya Power billing queries, the statement lists the 97771 customer line and customercare@kplc.co.ke as contacts. Our step-by-step guide on how to check your Kenya Power bill shows how to confirm what you owe, and the Kenya Power token and bill calculator helps you check whether a bill looks right.
Kenya Power warns against disrupting offices
The company ended its Kenya Power billing statement with a warning. “While we will always remain open to dialogue, we have a responsibility to protect our staff, customers and premises, and to ensure continuity of service,” it said, urging customers to use the proper channels and “refrain from actions that disrupt our operations or compromise safety.” It said any such incidents “will be addressed in accordance with the law.”
Kenya Power did not publish the amounts billed in either Kenya Power billing dispute. The statement comes in a busy week for the utility, which also announced plans to connect Lodwar to the national grid, covered in our report on the Lodwar grid connection.
Frequently asked questions
What happened at the Kenya Power Naivasha office?
Operations were disrupted on 11 November 2026 by a customer who, according to Kenya Power, had been billed for power drawn illegally through a punctured cable and had not met an agreed payment plan.
What happened at the Kenya Power Roysambu office?
A dispute over an accumulated bill disrupted operations. Kenya Power says the customer’s faulty meter was replaced and consumption was estimated from the new meter’s monthly average.
How do I complain about a Kenya Power bill?
Contact Kenya Power through its customer channels, including the 97771 line and customercare@kplc.co.ke. You can also submit meter readings on *977# or the MyPower app.
Can Kenya Power bill me on an estimate?
In the Roysambu case, Kenya Power said it assessed consumption using the average monthly use recorded by the replacement meter, which it said is required by law.
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