Kenya Power Eyes Self-Reading of Meters to Reduce Billing Complaints

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Kenya Power is targeting to increase the number of postpaid customers reading their meters from 145,000 to 200,000 during the current financial year as the Company moves to address billing complaints.

Last year, the Company introduced the self-reading service available on the USSD Code *977#, where postpaid customers can register to read their meters at the end of their billing cycle and submit the readings for accurate billing.

“Self-reading of meters will empower our postpaid customers to proactively engage with us on all matters related to electricity consumption billing. It is targeted to enhance satisfaction among our customers through accurate and timely billing, which will eliminate bill estimations and reduce customer complaints arising from the same,” said Eng. Muli.

Currently, 2.1 million customers are on postpaid billing, while 6.8 million are on prepaid billing (tokens). Apart from self-reading, the USSD Code also enables prepaid customers to retrieve the last three purchased tokens, which is helpful, especially when customers want to make reference to their electricity consumption trends.

Customers can also use the platform to report power outages for quick resolution, confirm the authenticity of persons presenting themselves to them as Kenya Power staff, and track the progress of their connectivity application.

Speaking on Tuesday at Stima Plaza, Nairobi, during the launch of the Company’s celebrations to mark Customer Service Week, Kenya Power’s Chairman of the Board of Directors, Vivienne Yeda, said that the Company will continue to pursue an environment that fosters innovation to provide the highest level of quality and reliability in customer service.

“We believe that if we can create an environment where we are all empowered to be innovative and accountable, then we will be able to contribute more than ever before. By creating this environment, we will be able to deliver better outcomes for our customers – a move that will ultimately drive electricity demand for the next generation,” she said.

During the last financial year, the monthly average customer transaction on the *977# platform stood at 1.6 million. The Company aims to increase these transactions to an average of 2 million by the end of the current financial year.

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