Kenya Power has defended its handling of two customer billing disputes that triggered disruptions at its Naivasha and Roysambu offices, saying investigations established irregularities in electricity consumption and meter readings.
In a statement issued on Thursday, November 12, 2026, the electricity distributor said it had taken the complaints seriously and was working to resolve the disputes while maintaining that its actions were guided by electricity distribution laws and regulations.
The clarification follows videos and reports circulating on social media concerning the two incidents, which raised questions about customer billing practices and the handling of complaints at the company's offices.
At its Naivasha office, operations were disrupted on Wednesday, November 11, following a dispute involving a customer who had been billed for unmetered electricity consumption.
According to Kenya Power, investigations established that its technical team discovered in January 2026 that electricity was being illegally drawn through a punctured cable at the customer's premises.
The company said the irregular connection resulted in electricity being consumed without being recorded by a meter, prompting the subsequent disconnection of the supply.
Kenya Power further stated that an independent inspection confirmed that the electricity consumption had not been metered. It added that the customer acknowledged the findings and signed the relevant documentation.
Following the inspection, the customer was billed for the unmetered electricity consumed and offered a flexible payment arrangement.
However, the company said the agreed payment terms had not been met, adding that it remained open to further discussions with the customer to establish an appropriate resolution.
The second incident occurred at the Roysambu office on Wednesday, where a disagreement over an accumulated electricity bill temporarily disrupted normal operations.
Kenya Power explained that an inspection had established an anomaly with the customer's electricity meter, leading to the installation of a replacement meter.
The company said the customer's electricity consumption was subsequently assessed using the average monthly consumption recorded by the replacement meter, in accordance with the law.
It added that its team had reached out to the customer and engagements were ongoing to resolve the matter.
The two incidents have renewed attention on customer complaints involving electricity bills, particularly where consumers dispute accumulated charges, estimated consumption or the accuracy of their meters.
Kenya Power has urged customers experiencing billing concerns to seek assistance through its established customer service channels rather than resorting to actions that could disrupt its operations or compromise safety.
The company said customers who have not received electricity bills, or those concerned about their meter readings and accumulated charges, can submit their meter readings by dialling \*977# or through the MyPower application, available on Google Play Store and Apple's App Store.
The electricity distributor reiterated its commitment to providing reliable power while improving customer service and maintaining accountability in its operations.
It also appealed to customers to continue engaging its teams to address disputes, warning that incidents that threaten the safety of staff, customers or company premises would be handled in accordance with the law.
The clarification comes amid growing public scrutiny of electricity billing practices and the need for transparent mechanisms through which consumers can challenge disputed bills, seek independent meter inspections and obtain explanations for charges levied on their accounts.
Kenya Power said it remained committed to dialogue and resolving customer concerns while ensuring continuity of electricity supply across the country.
