Kenya Power has issued a statement explaining two incidents involving customers at its Naivasha and Roysambu offices following public concern over electricity billing disputes that disrupted operations on Wednesday, November 11.
In a statement released on Thursday, November 12, the utility company addressed videos and reports circulating on social media, providing details of the disagreements and the actions taken by its staff.
Regarding the Naivasha incident, Kenya Power said its investigations established that electricity had been illegally tapped at a customer's premises through a punctured cable in January 2026.
The company said the arrangement resulted in unmetered electricity consumption, prompting its team to disconnect the supply.
According to Kenya Power, an independent inspection confirmed that the electricity consumed had not been recorded by a meter. The customer reportedly acknowledged the findings and signed the required documents.
The distributor subsequently billed the customer for the unmetered consumption and offered a flexible payment arrangement. However, it said the agreed payment terms had not been honoured.
Kenya Power maintained that it remains willing to engage the customer to find an appropriate resolution.
The company also explained the incident at its Roysambu office, where a disagreement over an accumulated electricity bill temporarily disrupted normal operations on Wednesday.
It said an inspection revealed an anomaly with the customer's electricity meter, leading to the installation of a replacement.
The electricity distributor explained that the customer's electricity consumption was assessed using the average monthly readings recorded by the replacement meter, as required by law.
Kenya Power added that its staff had contacted the customer and discussions were ongoing to resolve the dispute.
The company urged customers experiencing problems with their electricity meters or bills to seek assistance through its official service channels rather than disrupting operations at its offices.
Customers can submit meter readings by dialling its official USSD code or using the MyPower application, available on Google Play Store and Apple's App Store.
Kenya Power also cautioned against actions that could threaten staff safety, damage its premises or interfere with service delivery, saying such incidents would be handled in accordance with the law.
SOURCE.
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