Kenya Power Breaks Silence After Customer Billing Protests in Naivasha, Roysambu

Kenya Power has broken its silence following protests and disruptions at its offices in Naivasha and Roysambu over disputed electricity bills.

In a statement on Thursday, November 12, the company said operations at its Naivasha office were disrupted on Wednesday, November 11, following a dispute involving a customer who had been billed for electricity consumption that was allegedly not recorded by a meter.

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Kenya Power acknowledged the frustration that billing disputes could cause customers and said it took complaints seriously.

"Kenya Power understands the frustration that billing concerns can cause customers, and we take every complaint seriously. 

"While we are mindful of our commitment to customer confidentiality and are generally reluctant to discuss individual customer disputes publicly, the videos and reports currently circulating require us to clarify two recent incidents," the statement read.

Regarding the Naivasha incident, the company said investigations established that electricity had been illegally drawn through a punctured cable at the customer's premises in January 2026, resulting in unmetered consumption.

Kenya Power said its team subsequently disconnected the electricity supply after discovering the alleged irregularity. 

An independent inspection reportedly confirmed that the consumption had not been metered, adding that the customer acknowledged the findings and signed the required documents.

The company said the customer was subsequently billed for the unmetered electricity consumption and offered a flexible payment arrangement.

However, Kenya Power claimed that the agreed payment terms had not been met.

The company also addressed the incident at its Roysambu office, where a disagreement over an accumulated electricity bill temporarily disrupted normal operations on Wednesday.

According to Kenya Power, an inspection established that the customer's electricity meter had an anomaly, prompting 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.

Kenya Power further disclosed that it had contacted the customer and that discussions were ongoing to resolve the billing dispute.

The two incidents sparked public attention after videos showing confrontations at the company's offices circulated on social media, with concerns raised over electricity billing and the handling of customer complaints.

In response, Kenya Power urged customers experiencing billing problems, meter concerns or delays in receiving electricity bills to seek assistance through its official communication channels.

"Customers with concerns about their meters or electricity bills, including instances where they have not received a bill, are encouraged to contact us for assistance and resolution.

"They can also submit their meter readings through *977# or through MyPower App available on Google Playstore or Appstore," the statement added.

Kenya Power also cautioned customers against disrupting operations at its offices, saying it remained committed to addressing complaints through dialogue while maintaining the safety of its employees and customers.

"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. 

"We therefore urge customers to raise their concerns through the appropriate channels and refrain from actions that disrupt our operations or compromise safety. Any such incidents will be addressed in accordance with the law," the statement concluded.

This comes weeks after Kenya Power issued a three-month notice to 68 individuals unlawfully occupying its land in Jomvu, Mombasa County. 

In a public notice on Tuesday, October 27, KPLC directed the individuals to vacate the property within 90 days.

Kenya Power said the individuals should immediately stop any further activities on the property and remove buildings, structures and other improvements they may have erected.

The utility company also directed them to remove any crops they have planted and livestock kept on the land before vacating.

"Take notice that you are in unlawful occupation of our land LR NO. JOMVU MN/V/222/2 situated in Jomvu, Mombasa County; without express/ lawful authority or without any right or license under any law.

"By this notice, you are required to: Immediately stop any further activities on the land; remove any buildings and other improvements which you may have erected thereon; remove any growing crops you may have planted, and livestock kept thereon; and vacate the land within three months from the date of this notice," read the notice in part. 

KPLC warned that it would proceed with eviction after the 90-day period expires, without issuing a further notice. 

The company also said the occupants would bear the costs and risks associated with the exercise

"Take notice that at the expiry of three months (ninety (90) days), we shall evict you without any further reference to you at your costs and peril," Kenya Power added.