Kenya Power recorded growth in the number of customer requests on its self-service platforms during the last financial year, in tandem with a growing customer base.
The total customer interactions on MyPower App increased by 22.12% during the financial year ended June 30. 2025 to 2.02 million compared to 1.65 million interactions on the same platform that were recorded during the previous financial year.
Similarly, customer requests on the Company’s USSD Code *977# increased by 13.58% from 1.62 million to 1.84 million during the period under review.
“One of our strategic growth pillars is customer satisfaction. We have identified various
ways through which we intend to enhance service delivery, riding on technology. Our
self-service platforms offer our customers the convenience to access our services at their
comfort, which is a step forward in our journey towards seamless service delivery” said
Kenya Power’s Managing Director Dr. Joseph Siror.
Bill query stood out as the most sought service on the self-service platforms during the
year, registering an additional 304,198 new requests and bringing the total number of bill query requests to 1.7 million.
Similarly, the bill simulator attracted 21,967 new requests during the period as more
customers sought to understand their electricity bills. The total number of requests for bill
simulator stood at 99,709 at the end of the financial year.
“The bill simulator is a very important component of our self-service platforms as it
empowers our customers to understand their power bill and plan accordingly based on
their income. Our business is focused on powering livelihoods to prosperity; therefore it
is important that our customers understand and plan for their electricity consumption as
an integral part of their household budget,” said Dr. (Eng.) Siror.
He added, “We also have other important services on the self-service platforms including the self-reading option that allows our customers on postpaid metering to read their meters and submit readings for accurate billing.
At the same time, the Jua for Sure service enables our customers to authenticate the identity of persons presenting
themselves as Kenya Power staff to minimize cases of fraud.”
New registration for the self-service platforms increased by 10,440 to 41,265 during the year while the number of requests seeking to confirm the identity of Kenya Power staff rose by 6,887 to from 26,535 to 33,422.Using the self-service platforms, Kenya Power customers can access a wide range of services including reporting power outages and other incidents affecting electricity supply, electricity token purchase, access to the last three tokens as well as tracking the status of applications for new power connections.
