Concerning the Naivasha situation, the company reported that their office operations were disrupted on Wednesday, November 11, due to a disagreement with a client over an electricity bill.
Kenya Power revealed that in January 2026, their team uncovered that the customer was illegally using electricity through a damaged cable, leading to unmetered consumption.
They indicated that an independent inspection corroborated these findings, and the customer admitted to the issue, subsequently signing the necessary documents.
As a result, Kenya Power billed the customer for the unaccounted-for electricity and proposed a flexible payment plan. Unfortunately, the agreed-upon payment terms were not met.
The company expressed its willingness to engage with the customer and find a mutually agreeable solution.
In the case of the Roysambu incident, Kenya Power explained that normal operations at their office were briefly interrupted due to a dispute over an outstanding electricity bill.
After a thorough review, the utility stated that an inspection revealed an issue with the customer’s meter, which led to its replacement.
The company noted that the customer’s electricity usage was then calculated based on the average monthly consumption recorded by the new meter, as mandated by regulations.
Kenya Power recognized the frustration that billing issues can cause and assured customers that their complaints are taken seriously.
They also emphasized their commitment to resolving disputes while maintaining customer confidentiality.
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