Losing power can be frustrating and costly, but reporting the outage to Kenya Power (KPLC) can expedite the repair process. KPLC offers various channels for customers to report power outages, ensuring that help is always accessible. The national contact centre operates 24/7 and can be reached at 97771 (toll-free on Safaricom) and via mobile numbers 0703 070 707 and 0732 170 170 on all networks.
Before reporting a power outage, customers should have their KPLC account number or meter number, location, and a brief description of the fault ready. This information speeds up the logging of complaints. The account or meter number can be found on the electricity bill or token receipt, while the location should include nearby landmarks such as a school, hospital, or petrol station.
Customers can report power outages by calling KPLC directly, which is ideal for emergencies like fallen live lines, sparking meters, or transformer fires. The contact centre can be reached by dialing 97771 on any Safaricom line (toll-free) or 0703 070 707 and 0732 170 170 on all mobile networks. Customers should provide their account or meter number, precise location, and the nature of the fault, and ask for a complaint reference number.
Alternatively, customers can report power outages using the USSD code *977#, which works on any mobile handset and requires only airtime, not internet data. By dialing *977# on a Safaricom line, customers can select "Report Incidences," choose "Power Incidence," and follow the prompts to log their complaint. A reference number will be provided for tracking purposes.
Customers can also report power outages via SMS by sending a message to 95551. The message should be in the format "Stima#AccountNo#Description of Outage," and customers will receive a reply with a reference number. Additionally, the myPower app, available for download on Android and iOS devices, allows customers to report power failures and track their complaints.
For customers who prefer online self-service options, KPLC's AI chatbot, Nuru, responds to customer queries on the KPLC website and Facebook page, allowing customers to report power outages and connect with a customer care representative. The self-service portal also enables customers to log complaints, track progress, and receive updates on restoration timelines.
Finally, customers can report power outages via KPLC's social media platforms, X (@KenyaPower_Care) and Facebook (Kenya Power). When posting or sending a direct message, customers should include their account or meter number, exact location, and a reachable phone number. By providing multiple channels for reporting power outages, KPLC ensures that customers can easily access help when needed.
Key points
- Customers should have their KPLC account number or meter number, location, and a brief description of the fault ready before reporting a power outage.
- KPLC's national contact centre operates 24/7 and can be reached at 97771 (toll-free on Safaricom) and via mobile numbers 0703 070 707 and 0732 170 170 on all networks.
- Customers can report power outages through various channels, including phone, SMS, USSD, mobile app, and online self-service portal.
