Kenya Power has warned customers against disrupting operations over billing disputes, a day after services at its offices in Naivasha and Roysambu were interrupted on Wednesday, November 11.
The utility company issued a statement on Thursday, November 12, explaining two separate disputes, one of which involved a Naivasha customer whose premises were allegedly found drawing electricity through a punctured cable, resulting in unmetered consumption.
According to Kenya Power, the discovery was made in January 2026, after which electricity supply to the premises was disconnected.
After an independent inspection, the customer acknowledged the findings and signed the relevant documents before being billed for the unmetered electricity consumption. The company added that the customer had been offered a flexible payment arrangement but failed to honour the agreed terms.
“Kenya Power understands the frustration that billing concerns can cause customers, and we take every complaint seriously. While we are mindful of our commitment to customer confidentiality and are generally reluctant to discuss individual customer disputes publicly, the videos and reports currently circulating require us to clarify two recent incidents,” Kenya Power stated.
This comes after a series of incidents were reported, and in one of them a woman confronted the company over a Ksh200,000 bill, saying she had waited two years for a faulty meter to be replaced in Naivasha.
