This archive report was first published on 13 September 2019.
Kenya Power is working to improve its meter reading coverage to 90% to reduce the number of complaints related to estimated electricity bills.
The move is part of a wider service review scheme that includes additional infrastructure.
According to Kenya Power Acting MD Jared Othieno, the new structure will allow the company to monitor electricity sales to its smallest business units and effectively manage commercial losses.
Kenya Power has also identified internal weaknesses in its token vending machinery and has sought the services of an independent auditor to fix the issue with pre-pay consumer billing.
Mr. Othieno emphasized the importance of timeliness and accuracy in billing, stating, 'Timeliness and accuracy in billing are critical factors in building customer confidence, winning their trust and meeting their expectations.'
The move comes as Kenya Power faces ongoing challenges related to alleged manipulation of monthly bills, which first came to light in 2017 and led to a class litigation by Nairobi-based lawyer Apollo Mboya.
A High Court decision in 2018 allowed Kenya Power customers to appeal against billing errors, and a section of post-pay electricity consumers had found themselves facing outrageous amounts in pending bills from erroneous billing.
Kenya Power has also faced allegations of collusion between staff and crooks to milk billions of shillings from token-buying consumers, which is currently under investigation.
Energy CS Charles Keter had ordered the company to end the 'guess work' billing of electricity consumers in 2018, and the scale-up on physical meter readings is a response to this directive.
