Kenya Power recently hosted a briefing to address the issues around the utility’s billing and prepaid vending services.

The briefing was attended by Cabinet Seceratary and Minister of Energy, Hon. Charles Keter; PS, Eng. Joseph Njoroge; Kenya Power MD & CEO, Dr Ken Tarus; KenGen MD & CEO, Rebecca Miano as well as the ERC Director General, Pavel Oimeke.

With an electricity access rate of 74.25%, the power utility said that existing customer base stands at 6.66 million customers – broadly categorised as domestic and commercial customers – who are billed under postpaid or prepaid systems.

With both prepaid and smart meters in use, the utility stressed that the billing system used is designed to flag out any cases that generate consumption that is out of range (more than 40% above average consumption) and negative bills (where current reading is lower than the previous reading).

They noted that the difference in bills often result from previous estimations (underbilling), previous unpaid or partially paid bills.

Adding that the billing process is guided by the tariff, regulated by the Energy Regulatory Commission (ERC). The regulated tariffs apply equally to both prepaid and postpaid customers.

The billing cycle / period for customers under postpaid metering is monthly and the utility is committed to reading 100% of all the ordinary postpaid meters each month.

Inaccessible premises (those permanently locked during the day) is one of the leading causes for meters that are not read as required.

Self-service App

According to the utility, 99% of the bills are delivered via electronic means: SMS or Email where customers can pay for prepaid tokens using various financial platforms including; mobile money transactions, KPLC offices, sales kiosks and banks.

However, to enhance customer experience, the utility has launched new mobile and web-based self-service App for Postpaid customers only, enabling them to  access a wide array of services including bill enquiries, prepaid meter enquiries, power quality reports, payment services and interaction with the customer care team. Find more information here.

African Utility Week