KPLC engages Ngong business community on power reliability, safety and customer service
Kenya Power and Lighting Company (KPLC) on Friday, October 16, held a consultative forum with small and medium sized enterprise (SMEs) owners from Ngong and surrounding areas to address electricity related challenges affecting businesses and to strengthen partnership with its customers. The meeting brought together KPLC officials led Ms. Tracy Konchellah who is incharge of the customer experience in Ngong office in partnership with ABSA Bank Ngong led by the Branch Manager Henry Muteti. Some of the concerns discussed during the meeting included power interruptions, electricity bills to safety, illegal connections and electricity poles obstructing roads. Speaking during the forum, Bishop Henry Omae warned against illegal electricity connections, saying they pose a serious threat to human life and property. He also raised concerns over power rationing and interruptions, noting that businesses dealing in fresh and perishable products, particularly milk, are among those most affected by unreliable electricity supply. Omae called on Kenya Power to intensify public awareness campaigns through community “barazas” to educate residents on electricity safety and the dangers associated with illegal connections. He said community based sensitisation would help residents understand the risks of unsafe electricity practices and encourage responsible use of power. The issue of electricity poles left standing in the middle of roads was raised during the meeting, with residents seeking intervention to improve road safety and accessibility. Karen Msombi, a Customer Experience Officer at KPLC’s Karen area office, acknowledged that the company was aware of cases where electricity poles remained on roads following construction works. Msombi explained that Kenya Power works with various stakeholders involved in road construction to ensure electricity infrastructure is addressed before projects begin. “As an organisation, KPLC partners with various stakeholders who undertake road construction so that we can work together. By the time construction begins, KPLC should have engaged the stakeholders on how poles along the road are going to be moved” Msombi said. She noted that where poles had not been relocated, it could indicate that Kenya Power had not been involved in the initial consultations with the relevant stakeholders. She pledged to follow up on the electricity pole left standing in the middle of Rubis to Jua Kali road in Ngong Town. “We will go back to the office, talk to the relevant department that is concerned with that issue, together with our boss, so that action can be taken to remove the pole from the road,” Msombi said. She emphasised the importance of cooperation between the utility company and the business community, noting that their shared success depends on working together. “For KPLC to succeed and for businesses to succeed, we have to work together,” Msombi said. Konchellah highlighted infrastructure and customer service improvements undertaken over the past year to strengthen electricity supply across Ngong Sub County and neighbouring areas. According to the company, the Ngong service area, which covers Ngong, Matasia, Kiserian, parts of Rongai and Kibiko, serves approximately 70,000 customer accounts, including prepaid and postpaid domestic consumers, small businesses and large commercial customers. She further said the company replaced more than 400 ageing wooden poles with concrete poles in Matasia, Kiserian and Oloolua to help reduce outages and improve network reliability. It also installed or upgraded 15 transformers in high growth areas, including Kibiko, Merisho and Nazarene, to address low voltage and overloading. “Additionally, approximately six kilometres of low voltage lines were upgraded from single phase to three phase electricity to support growing demand, particularly from businesses. Routine maintenance, including the tightening of loose connections at more than 120 substations, was also undertaken as part of efforts to improve the stability of the electricity network.” Konchellah said On customer service, KPLC said it had rolled out self service platforms, including the *977# USSD service and MyPower App, allowing customers to report outages, check bills and purchase electricity tokens without visiting its offices. Customers mostly raise concerns over electricity bills. Access to customer services were among the other issues discussed during the forum. In response to concerns about bills that do not clearly explain individual charges, KPLC said its bills now contain itemised details showing fixed charges, energy consumption, fuel cost charges, foreign exchange adjustments, Energy and Petroleum Regulatory Authority (EPRA) levies, value-added tax, arrears and advance payments, where applicable. The company encouraged customers to register for electronic bills through *977# or the MyPower App to receive detailed monthly bills and SMS breakdowns. The officials said the self service platforms were intended to make it easier for customers to access information and resolve routine service issues. Msombi also urged electricity consumers to remain vigilant against fraudsters impersonating Kenya Power employees. She encouraged customers to use the company’s “Jua for Sure” facility to verify the identity of individuals claiming to be KPLC staff before allowing them to undertake work or provide services. “All payments must be made through Kenya Power accounts and not through personal mobile numbers,” Msombi said. Customers were further advised to report electrical faults through official channels rather than attempting to handle dangerous situations themselves. KPLC provided the following customer support contacts: the national emergency and fault lines, 97771 and 0703 070 707, the *977# USSD service, the MyPower App, and the Ngong office direct line, 0721 735 290. Mr Menye, a resident of Gichagi in Ngong, urged Kenya Power to extend consultative meetings to village level, saying such engagements would help educate residents, particularly on electricity safety. He noted that taking the forums closer to communities would give more residents an opportunity to raise concerns and receive guidance directly from the utility company. The call echoed concerns raised during the meeting about the need for stronger communication between Kenya Power and electricity consumers. Konchellah said KPLC Ngong office had organised the engagement because small businesses play a critical role in the local economy. “As KPLC Ngong office, we organised this business engagement because we recognise that small businesses are the backbone of Ngong’s economy. Our aim is to strengthen the growing partnership between KPLC and the business community, while fostering greater cohesion…
