Kenya Power has clarified two incidents that disrupted operations at its Naivasha and Roysambu offices on Wednesday, November 11, 2026, after videos and reports of the incidents circulated widely online.

In the statement dated Thursday, November 12, 2026, Kenya Power said it understands the frustration billing concerns can cause and takes every complaint seriously.

While generally reluctant to discuss individual customer disputes publicly because of its commitment to confidentiality, it said the circulating videos and reports required it to set out the facts.

On the Naivasha incident, Kenya Power said its team discovered in January 2026 that electricity was being illegally drawn through a punctured cable at the customer’s premises, resulting in unmetered consumption.

The supply was disconnected. An independent inspection confirmed the consumption had not been metered, and the customer acknowledged this and signed the requisite documents.

The customer was then billed for the unmetered consumption and offered a flexible payment arrangement, whose agreed terms the utility says have not been met to date.

Kenya Power said it remains open to engaging the customer to find an appropriate resolution.

On the Roysambu incident, the company said a dispute over an accumulated electricity bill temporarily disrupted normal operations at the office and was also widely shared on social media.

An inspection established that the customer’s meter had an anomaly, and another meter was installed.

The customer’s consumption was then assessed using the average monthly consumption recorded by the replacement meter, as required by law.

Kenya Power said it has reached out to the customer and engagements are ongoing.

Customers with concerns about their meters or bills, including those who have not received a bill, were encouraged to contact the utility.

They can also submit meter readings through *977# or the MyPower App, available on Google Play Store and the App Store.

“While we will always remain open to dialogue, we have a responsibility to protect our staff, customers and premises, and to ensure continuity of service,” it said, urging customers to raise concerns through the appropriate channels and refrain from actions that disrupt operations or compromise safety.

“Any such incidents will be addressed in accordance with the law,” it added.