Can Kenya Power disconnect you without notice, and how to dispute it
Energy Act, 2019; Kenya Power Customer Charter · sources read 4 Oct 2026
For unpaid postpaid bills, Kenya Power's charter says it can cut supply the day after the bill falls due, without a separate warning; for planned work it promises at least 24 hours' notice. Dispute a bill with Kenya Power first, then take it to EPRA, and appeal EPRA's decision to the Energy and Petroleum Tribunal within 30 days.
- How long
- Kenya Power says it answers written complaints within 3 days.
- Deadline
- Appeal against an EPRA decision: within 30 days of receiving it (later only if the Tribunal accepts a good reason)
- Where
- Kenya Power (call 97771 or visit an office) first; then EPRA; then the Energy and Petroleum Tribunal
Steps
- Contact Kenya Power as soon as a bill looks wrong. It will review a disputed bill free of charge.
- If you're not satisfied with the review, ask for a meter test at your premises.
- If Kenya Power doesn't resolve it, take the complaint or dispute to EPRA, which has power to investigate and decide disputes over licences and licence conditions.
- Inside Kenya Power you can escalate from the county office to the regional and corporate dispute committees and the MD's office before going to EPRA.
- If you disagree with EPRA's decision, appeal to the Energy and Petroleum Tribunal within 30 days of receiving it.
- A dispute about charges or the use of your deposit can be referred to EPRA.
Watch out
- Under the Energy Act, the power company may not disconnect you for unpaid charges that you have formally disputed through its approved complaints procedure. Lodge the dispute before the due date.
- If you paid a deposit, the law requires at least 14 days' written notice before supply is cut for unpaid charges or the deposit is used to pay them.
- Kenya Power's charter says an account in arrears can be disconnected the day after payment was due.
- If you don't let Kenya Power staff in to read or check the meter, it may give you an estimated bill or disconnect you.
- Prepaid meters cut off automatically when units run out, so top up before they expire.
Who this covers
- Any customer with a dispute with a licensed power company like Kenya Power can take it to the Energy and Petroleum Tribunal.
- Planned interruptions (maintenance, connecting others): Kenya Power promises customers at least 24 hours' notice.
Official sources (4)
- Energy Act (No. 1 of 2019, Cap. 314) new.kenyalaw.org · read 3 Oct 2026
- Kenya Power Customer Charter kplc.co.ke · read 3 Oct 2026
- Customer Complaints Handling Guide kplc.co.ke · read 3 Oct 2026
- Energy Act, 2019 (No. 1 of 2019), Kenya Gazette Supplement No. 29 epra.go.ke · read 4 Oct 2026