Kenya Power scales self-meter reading to address billing complaints

Kenya Power has scaled its self-reading meters initiative to reduce billing complaints by customers.

The utility company says it seeks to increase the number of post-paid customers reading their meters from the current 145,000 to 200,000 at the end of the current fiscal cycle.

In 2021, the company introduced the self-reading service, via USSD code, where post-paid customers register to read their meters at the end of very billing cycle.

Additionally, the platform is used to report power outages and track the progress of connectivity applications.

“Self-reading of meters will empower our post-paid customers to proactively engage with us on all matters that relate to billing for their electricity consumption,” said Kenya Power Acting Managing Director Eng. Geoffrey Muli.

“It is targeted to enhance satisfaction among our customers through accurate and timely billing which will eliminate bill estimation and therefore reduce customer complaints arising from the same.”

Currently, 2.1 million of Kenya Power’s customers are on post-paid while the bulk of 6.8 million customers are on prepaid billing/tokens.