A fresh wave of discontent is building among Kenya Power customers following what appears to be widespread complaints of arbitrary and unexplained bill adjustments, particularly from clients who recently transitioned to the new smart meter system.
Multiple reports from affected customers suggest that despite clearing outstanding balances as instructed in May in preparation for the installation of the new meters, many have been shocked to find themselves facing significantly inflated electricity bills in the subsequent billing cycle.
In one of the more striking cases, a customer who had paid KSh 9,000 in the previous month for power usage found their latest bill nearly tripled to KSh 20,000.
To make matters worse, the same customer was abruptly disconnected from power for a purported outstanding bill of KSh 62,000, a figure that included a sudden and unexplained “bill adjustment” of KSh 42,000.
Customers allege that these so-called adjustments are being carried out silently and retroactively, without any clear communication, billing breakdown, or justification from Kenya Power.
What began as a seemingly streamlined upgrade to modern metering technology has now sparked allegations of systemic overbilling and financial manipulation, allegations that point to a much deeper accountability crisis within the utility provider.
Even more concerning is the pattern that appears to be emerging, with numerous customers who visited local Kenya Power offices discovering they were not alone.
Many others have been raising similar grievances.
Despite submitting formal disputes and being promised follow-ups, most say they have received little in the way of resolution or transparency.
This growing frustration is feeding into a wider national narrative of eroding public trust in critical institutions.
Many customers believe the unexplained adjustments are part of a broader push by the utility to shore up financial shortfalls or artificially inflate revenue streams, an approach some have described as exploitative, especially amid the country’s rising cost of living.
“Dear Nyakundi, please highlight hii ukora ya bill adjustments inaendelea Kenya Power.
In the month of May, we were told to clear our bills so that they can install smart meters. We cleared the bills, and last month we paid the first bills under smart meters.
The issue at hand is that they have adjusted our bills upwards. Last month we paid 9,000 and the bill for this month is 20k. But we were disconnected from power this morning for a bill of 62k. This is as a result of a bill adjustment of 42k.
After speaking to the person in charge of the computing department, I have realized someone has decided that Kenya Power must report profits in billions by robbing us through bill adjustments.
The whole thing reeks of thuggery and evil machinations that we are seeing in almost all sectors of our economy. They keep stoking the anger of the citizenry.
I am based in Thika. I was at their offices yesterday because they had disconnected us from power at around 11 a.m. I asked why they disconnected us before the due date, which is 7th. Later, they reconnected us and told us to negotiate for time to clear the bill. We wrote a letter disputing the bill and were told to follow up next week.
The reason I decided to write to you is because I am not alone. We were many with the same problem.”
As these complaints gain momentum online and offline, pressure is now mounting on Kenya Power to explain the rationale behind these adjustments, provide transparent reconciliation processes, and immediately halt disconnections for bills under dispute.
The situation also raises important regulatory questions regarding oversight of metering technologies, consumer protection, and accountability in utility governance.
