Claim for appliances or property damaged by a Kenya Power fault
Kenya Power and Lighting Company · sources read 2 Oct 2026
Report the damage to Kenya Power on 97771, by email to customercare@kplc.co.ke or in writing to the Regional Manager, and keep your reference number. Kenya Power is responsible only when the fault was on its side of the meter, and says it answers claims within 7 days.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- How long
- Kenya Power aims to answer claims within 7 days
- Where
- Kenya Power on 97771 or *977#, customercare@kplc.co.ke, a letter to the Regional Manager, or any Kenya Power office
Steps
- Report it to Kenya Power: call 97771, open 24 hours. Note the reference number you are given.
- Put your claim in writing too: email customercare@kplc.co.ke with what was damaged, when, and your account or meter number.
- Or send a letter to your Kenya Power Regional Manager. Written complaints are acknowledged within two days.
- Kenya Power investigates and answers the claim.
- Not satisfied after Kenya Power's complaints process? Take it to EPRA, the energy regulator.
Watch out
- Wiring and appliances after the meter are your responsibility, unless a fault on Kenya Power's side caused the damage.
- Kenya Power says some surges are beyond its control and asks customers to take precautions, like surge protection devices.
Who can apply
- Customers whose property or equipment was damaged by a fault on Kenya Power's side of the meter.
- Anyone whose property was damaged by Kenya Power staff working on their premises. Kenya Power says it will restore it at its own cost.
Official sources (2)
- Kenya Power Customer Charter kplc.co.ke · read 2 Oct 2026
- Customer Complaints Handling Guide kplc.co.ke · read 2 Oct 2026