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Job Details

  • Company: Kenya Power
  • Location: Kenya

Job Description

Kenya Power PLC

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We aim to support our valued customers with the successful integration of the Integrated Customer Management System into daily operations.

Apply for a

Residential

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connection

How can we help you today

There are 3 different ways you can query your Kenya Power bill.

  • The self-service portal
  • *977#
  • The mypower app

How to query your power bill via the self-service portal

You can use the self-service portal to query your power bill. Visit

https://selfservice.kplc.co.ke/

to register, for first-time users.

For the registration process, you’ll need to indicate if you’re a landlord or tenant and share the following details:

  • Name
  • ID or passport number
  • Phone number or email address, after which, you will receive a verification code.

How to query your power bill via

*977#

USSD code.

This service is available for all mobile phone users.

Dial

on your mobile phone.

  • For prepaid services (tokens), select option 1, then select option 4 ‘Manage meters’ then select ‘add meter to profile’ then select ‘input meter numbers’ and follow the prompts.
  • For postpaid services (meter), select option 2, select ‘my bill’ then input your account number.

How to query your power bill via the mypower app

  • The mypower app is available for download on both android and iOS devices.
  • To create an account after download, you’ll need your (token) meter account number, identification document number (ID or passport) email address, or phone number.
  • To check your bill, log into the setup account and choose the ‘my bill/token’ option.

Looking to set up a power connection for your business or home? There are two ways you can go about the application process.

Supply application via the mypower app

The first step is to download the mypower app, it’s available on both the play store and app store.

After downloading the app, launch it, select ‘New Supply application’ from the mypower app homepage, and fill in the required fields.

Step one is choosing between ‘individual (non-commercial)’ and business (commercial) after which, you’ll need the following details to complete the application:

  • Full names
  • Date of birth
  • Identity document (national ID, passport, or certificate of registration) numbers
  • Email address or phone number

Supply application via the

USSD code

The

USSD code is available for all mobile phone users.

Select ‘new connections’ and follow the prompts provided.

You’ll need the following details to complete the application

You can buy prepaid tokens via the Kenya Power prepaid paybill number 888880. Use your token meter number as the account number and key in your preferred amount to complete the transaction. You will receive an SMS from Kenya Power with your token information and a breakdown of the bill.

To pay your postpaid bill via Mpesa, use the pay bill number 888888, enter your account number and key in your preferred amount to complete the transaction. You can also pay your postpaid bill by visiting your nearest Kenya Power office, or through the vendors listed below.

New list of vendors-agencies and banking halls

Are you experiencing a power outage in your area or premises? You can bring that to our attention through two channels:

  • The ‘report power failure’ segment on the mypower app homepage.

and choose, ‘report incidences’ and then select ‘power outage’ and follow the prompts.

Bring this to our attention via the mypower app or by dialing

on your mobile device.

On the mypower app, select ‘’report power failure’ on the homepage and provide your account reference or meter number, phone number, scope(residential or commercial) and the nature of the complaint.

To report your power disconnection issue via

and choose, ‘report incidences’. Under incidence type, select ‘’power outage’ and follow the instructions.

Looking to have power reconnected to your premises

Visit your nearest Kenya Power offices and bring your identification documents (ID or passport) to initiate the application process.

To receive assistance on wrong payments, dial

and select ‘billing complaints’, and select the applicable options; high bills, estimated bills, zero bills, or no bills, and follow the respective bills.

We are open to receiving your feedback. You can share it with us by dialing

on your mobile phone and selecting ‘report incidences’. Proceed to log in under power outage, safety incident, staff misconduct, or illegal connection.

Kenya Power services are now at your fingertips thanks to our

USSD code. The code is available to all Kenya Power customers regardless of mobile device type.

The service allows you to access

  • Prepaid services (token)
  • Postpaid services (bill)
  • New connections
  • Report incidences
  • Jua for sure
  • Billing complaints

The Kenya Power mypower app brings our services closer to you. It’s available for download on android and iOS devices, for free of charge.

Services available on the app include

  • My bill/my token
  • Bill simulation
  • New supply application
  • Planned interruptions
  • Report power outages
  • About Kenya Power
  • FAQs

We endeavour to give you the best possible service and one of the ways we do that is ensuring you interact with genuine Kenya Power staff.

You can do this using the ‘Jua For Sure’ service available via the myPower app or by dialing

Jua For Sure on the myPower app

Spot a genuine Kenya Power staff member via the myPower app by opening the myPower app on your phone and selecting ‘Jua for sure’ on the home page.

  • Ensure that the person you see in front of you is the same person whose photo appears on the staff ID tag.
  • Then, simply type the staff number on their tag to confirm.
  • Report Fraudsters immediately on the Anti-Fraud Hotline Number: 0718-999-000

Jua For Sure via USSD

To ascertain that you are interacting with a genuine Kenya Power staff member via USSD, dial

Select ‘Jua for sure, select either ‘staff’ or ‘contractor’ and follow the prompts.

SMS are charged at Shs 10 per query

Kenya Power does not tolerate theft, corruption or other such incidences. Should encounter such, you can raise alarm via the

USSD

On your mobile phone, dial

and select ‘report incidences’. Select ‘Staff misconduct’ key in their staff number and follow the prompts.

You can also report corruption/theft on our website kplc.co.ke

If you are looking to transfer your account, you need to get in touch with the nearest Kenya Power office.

However, you will be required to present the following documents

  • A letter of authority from the previous owner of the account.
  • Your national ID
  • Copy of the previous owner’s national identification document
  • Your KRA PIN

If you’d like to close your account for one reason or another, you can do that by visiting your nearest Kenya Power offices to fill a cancellation form.

Please bring you your national ID or passport for identification.

Click

here

to access the customer complaints handling guide.

Kenya Power offers two main types of accounts for its customers: prepaid and postpaid. Each type has unique features and benefits that cater to different preferences and needs. Both account types cater to different needs, with prepaid accounts providing more control over spending and consumption, while postpaid accounts offer the convenience of using electricity first and paying later.

Prepaid

Postpaid

Token-Based System: As a prepaid customer, I purchase electricity tokens in advance, which are used to credit my meter. These tokens can be bought via various channels, including mobile money, banks, and designated vendors.

Consumption Control: With a prepaid account, I have better control over my electricity usage and spending since I only use what I have paid for.

No Monthly Bills: There are no monthly bills, which means I don't have to worry about accumulating unpaid bills.

Convenience: This system is convenient for budgeting and helps me avoid the hassle of bill payments and potential disconnections due to non-payment.

Know Your Prepaid Bill

Token

A token is a unique 20-digit code that you receive after purchasing prepaid electricity. This code is entered into your prepaid meter to add the purchased electricity units to your account.

Units

Units refer to the actual amount of electricity measured in kilowatt-hours (kWh) that you receive when you purchase a token. These units are what your meter will deduct as you consume electricity.

Amount

The amount is the total cost of the electricity you purchase. This includes the cost of the units and any additional charges that may apply.

Token Amount

The token amount specifically refers to the monetary value of the token you have purchased. It is the amount you pay to get the token, excluding any other charges that might be added separately.

Other Charges

Other charges include any additional fees or costs that are applied to your prepaid electricity purchase. These can include service charges, taxes, or levies mandated by regulatory authorities.

Monthly Billing: As a postpaid customer, I use electricity throughout the month and receive a bill at the end of the billing cycle.

The bill is based on my actual consumption recorded by the meter. Payment Flexibility: A postpaid account offers the flexibility of paying after using the service, with a specific period provided to settle the bill.

Credit Facilities: I may have access to credit facilities, allowing for deferred payments under certain conditions. Additional Charges: With a postpaid account, I might incur additional charges, such as late payment fees if I don't pay my bills on time.

Know Your Pospaid Bill

Balance Brought Forward

This is your previous bill balance. If it’s already been settled, that payment is reflected here

Fixed Charge

This was a cost that used towards the billing or prepaid vending process. It was scrapped with the introduction of new tariffs in August 2018. Charged to: Kenya Power

Consumption

This is your electricity consumption within the billing period or prepaid vending month in kilowatt hours and shillings. Charged to: Kenya Power

Fuel Cost Charge

This is the money used for generation of electricity from thermal power plants. It varies monthly depending on the quantity of thermal generation and the cost of fuel.

Forex Adjustment

The foreign exchange component is related to the fluctuation of hard currencies against the Kenyan Shilling for expenditure denominated in these currencies related to the power sector (e.g. project loan repayments).

Inflation Adjustment

Varies according to the domestic and international inflation on cost of supply. It is adjusted after every six months starting from the 1st of January.

WARMA Levy

Is currently set at 0.05 cents per kilowatt hour and is passed to the Water Resource Management Authority (WARMA) for hydro-power generation of 1Megawatt and above. In the pre-paid token receipt WARMA levy is combined with the ERC levy.

ERC Levy

Is currently set at 3 cents per kilowatt hour and is passed to the Energy Regulatory Commission (ERC) to cover its operational costs.

REP L

How to Apply

Apply by email: customercare@kplc.co.ke

Application link: Apply for this job