Dispute a high, estimated or zero Kenya Power bill
Kenya Power and Lighting Company · sources read 2 Oct 2026
Dial *977#, choose Billing complaints and pick high, estimated, zero or no bill, or call Kenya Power on 97771. Kenya Power says it replies within 3 days; if you're still not happy you can escalate up its complaint levels and then to EPRA.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- How long
- A reply within 3 days
- Where
- *977#, Kenya Power's contact centre on 97771, customercare@kplc.co.ke, or any Kenya Power office
What you need
- Your Kenya Power account number (on your bill)
Steps
- First check the bill: dial *977#, choose postpaid services, then 'my bill' and enter your account number.
- To complain, dial *977#, choose 'Billing complaints', then pick high bill, estimated bill, zero bill or no bill and follow the prompts.
- You can also call the contact centre on 97771 (24 hours) or email customercare@kplc.co.ke. Keep the reference number they give you.
- Not resolved? Escalate to your County Business Manager, then the Regional Manager, then General Managers and the MD's office. After that, EPRA can arbitrate.
Watch out
- If your complaint needs investigation, you get a reference number. Use it when you follow up.
- Written complaints go to your Regional Manager and are acknowledged within two days.
Who can apply
- Kenya Power customers with a billing problem. Bill complaints are mainly for postpaid accounts (the ones that get a monthly bill).
Official sources (2)
- Customer Service kplc.co.ke · read 2 Oct 2026
- Customer Complaints Handling Guide kplc.co.ke · read 2 Oct 2026