Kenya Power has launched Customer Service Week in Kwale County, with the company reporting progress in protecting electricity infrastructure and improving services to its growing customer base.

The company says it has recorded zero cases of cable and transformer theft in Kwale this year, attributing the achievement to increased cooperation between Kenya Power and local residents.

Speaking during the launch at the Kenya Power Diani office, Kwale County Business Manager Eric Momanyisaid residents had played a key role by promptly reporting incidents that could disrupt electricity supply.

He said such reports enable the company to respond quickly and prevent minor problems from escalating.

Kwale County Kenya power business manager Eric Momanyi | Photo: Caroline Katana

> “Customers help us by reporting problems on the lines so that we can respond and restore reliable electricity supply,” Momanyi said.

Kwale currently has about **106,000 Kenya Power customers**, with the number expected to increase as the company works with the Rural Electrification and Renewable Energy Corporation (REREC) to expand electricity connections through the Last Mile Connectivity Programme.

Momanyi also recognised employees who have demonstrated commitment in serving customers and delivering electricity services across the county.

He urged staff to remain committed despite the challenges associated with their work, saying their responsibility is to ensure customers receive reliable and efficient services.

On revenue collection, Momanyi said customer debts in Kwale were declining, while urging customers with outstanding bills to clear them on time.

He said Kenya Power was also recognising customers who consistently pay their electricity bills on time, noting that timely payments help the company deliver services without financial constraints.

> “We are recognising customers who pay their bills on time. We are also encouraging those who have debts to clear them on time because this enables us to deliver services without obstacles,” he said.

However, Momanyi identified theft of transformer fuses** as an emerging challenge and urged residents to verify anyone claiming to be a Kenya Power employee before allowing them access to electricity infrastructure.

The company is also expanding the use of digital platforms to make its services more accessible to customers.

Kenya Power Customer Experience Officer Kelly Joy Kithinji said customers could use *977# and the Kenya Power mobile application to access various services without necessarily visiting the company’s offices.

Customer experience Officer Kelly Joy Kithinji | Photo: Caroline Katana

> “Customers can check their bills, submit meter readings, apply for electricity and follow up on delayed token purchases through these platforms,” Kithinji said.

The platforms also allow customers to verify Kenya Power employees through the Jua For Sure service, aimed at protecting customers from fraudsters posing as company officials.

Kithinji said Kenya Power was also taking customer engagement to the grassroots through barazas involving village elders, chiefs and other local administrators.

She said the forums provide an opportunity for the company to listen to customers, address concerns and educate communities on the safe use of electricity.

As the country prepares for possible El Niño rains, Kithinji said Kenya Power had established a committee to coordinate preparedness and response to weather-related disruptions.

She also cautioned customers against using domestic electricity connections for high-power activities such as cutting building stones, saying such businesses require higher electrical loads.

According to Kithinji, customers involved in such activities should apply for additional load, noting that some businesses in Tiwi already operate using dedicated transformers approved by Kenya Power.

The company’s customer service efforts have also received positive feedback from some customers.

Juma Mwanza Wambua, a customer with Volt Swap Limited, which operates a battery-swapping business for electric tuk-tuks, said the company had received responsive service from Kenya Power.

Wambua said the business had not experienced losses caused by prolonged power outages and that Kenya Power responded promptly whenever an issue was reported.

> “When we call with an issue, Kenya Power responds quickly. They also communicate planned outages early, which helps us to plan,” Wambua said.

The Customer Service Week comes as Kenya Power seeks to strengthen engagement with customers as electricity demand and the number of connections in Kwale continue to grow.

ENDS