Kenya Power has clarified the procedure customers should follow if their electricity meter is stolen, including where to report the incident, required documents, and the steps involved in replacing the meter.
The clarification followed a question from a customer, Ropem, on August 18, who asked about the procedure to follow after a postpaid meter was stolen.
“Kenya Power, quick question: Your postpaid meter is stolen. Where exactly do you report it, what documents are required, and what should a customer expect after reporting?” the customer, Ropem, asked.
The customer also sought clarification on the replacement process, applicable charges, timelines, and reconnection steps.
In response, Kenya Power advised customers to first report the theft at the nearest police station and obtain a Police Abstract.
“Report the theft first at the nearest police station and obtain a Police Abstract,” Kenya Power said.
Kenya Power Details What to Do When an Electricity Meter Is Stolen
The utility then directed customers to take the Police Abstract to a Kenya Power office and request replacement of the stolen meter.
Customers must also carry their National ID, account or meter number, registered phone number, and proof of premises or occupancy when reporting the case.
“Kenya Power will register the case, assess the account and site, block the stolen account and advise you on applicable replacement and related charges,” the utility said.
The company also advised customers to settle any outstanding electricity bill and applicable charges as part of the replacement process.
Procedure for Terminating a Postpaid Account
Kenya Power customers seeking to terminate a postpaid account must provide the required documents and settle all outstanding bills.
Once these requirements have been met, the responsible team will terminate the account within 48 hours.
For prepaid customers, the team will also complete account termination within 48 hours once all required documents have been submitted.
Kenya Power postpaid meters record the electricity consumed throughout the billing period, after which customers receive a bill for the amount used.
Customers can check their bills by dialing *977#, selecting postpaid services and entering their account number.
Customers can settle bills through M-Pesa Paybill 888888 using the customer’s account number as the reference.
For meter readings, Kenya Power uses on-site meter scanning, while customers may also submit their own monthly readings through the available self-service options to help avoid estimated bills.
Customers seeking to convert their electricity connection from postpaid to prepaid, or prepaid to postpaid, should write to the engineer in charge of their region to request the conversion.
The request letter should include the customer’s residential address, current account or meter number, and contact phone number.
For customers seeking to convert from postpaid to prepaid, any outstanding balance on the postpaid account must be settled in full before the conversion can be processed.
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