Complain to EPRA about electricity supply, power bills or fuel
Energy and Petroleum Regulatory Authority · sources read 1 Oct 2026
Complain to your power company or fuel station first. If it is not sorted, file a free complaint with EPRA on its online portal. For suspected adulterated fuel, call EPRA on 0709 336 000.
- Fee
- FreeComplaint to EPRA
- How long
- About 14 working days to resolve a complaint
- Where
- Online on the EPRA complaints portal, by phone or email, or at EPRA offices (head office: Eagle Africa Centre, Longonot Road, Upper Hill, Nairobi, plus regional offices)
What you need
- Your account or meter number (where it applies)
- Copies of your letters or messages with the company, and why the complaint was not resolved
Steps
- Complain first to the company that serves you (for example your electricity distributor or the fuel station). Every licensed company must have an approved complaints process.
- If it is not resolved, file a complaint on the EPRA portal (portal.epra.go.ke:8443/complaints/create).
- Still not satisfied after the company's process? You can declare a dispute and refer it to EPRA. EPRA appoints a mediator to help you settle within 30 days.
- For suspected adulterated fuel, call EPRA on 0709 336 000 or 020 284 7000, or email info@epra.go.ke. EPRA can send inspectors to test the fuel at the station and in your tank.
- Check the status of your complaint or dispute on the EPRA portal.
Watch out
- EPRA expects you to have gone through the company's own complaints process first, so keep copies of what you sent and their replies.
- You can also report fuel stations breaking the rules to enforcement@epra.go.ke or hotline 0708 444 000.
Who can apply
- Electricity customers with a problem over billing, disconnection, metering, interruptions, new connections, reconnections or quality of supply.
- Fuel buyers with a problem over adulterated fuel or under-dispensing at the pump.
Official sources (8)
- Have a Concern? Let Us Know (File Complaints & Disputes) epra.go.ke · read 1 Oct 2026
- Consumer Protection epra.go.ke · read 1 Oct 2026
- The Energy (Complaints and Disputes Resolution) Regulations, 2012 (L.N. 42 of 2012) epra.go.ke · read 1 Oct 2026
- FAQs epra.go.ke · read 1 Oct 2026
- Fuel Quality Monitoring epra.go.ke · read 1 Oct 2026
- 2026 English Service Delivery Charter epra.go.ke · read 1 Oct 2026
- Our Regional Offices epra.go.ke · read 1 Oct 2026
- EPRA complaints portal portal.epra.go.ke · read 1 Oct 2026