Category Archives: Public service

File your complaints / suggestions / compliments to KPLC online

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Kenya Power & Lighting Company (KPLC) have re-modeled their website (and hopefully embraced a more efficient & timely response programme).

You can now file your complaints / suggestions / compliments to KPLC by going to:

http://www.kplc.co.ke/index.php?id=75

Alternatively

Email, or call the KPLC Nairobi Call Centre & Branch Business Heads, get their contacts here: http://www.kplc.co.ke/index.php?id=50

See also: An earlier post

Guide on Filling your online HELB Loan Application Form

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You will be required to create an account before you can access your Loan Application forms.

Please read the instructions as indicated below before proceeding to filling your application form. Ensure you adhere to the rules. In case of any difficulties, please contact the admin by clicking on Email admin .

The Online loan application process is divide into the following 3 categories.

STAGE 1: APPLICANT DETAILS (Main Tab)

This comprises of three sub categories as elaborated below.

Please fill each section before proceeding to the next item.

a) Step 1 of 3: Applicant:- Personal Details In this section, an applicant is required to fill out there personal information. Items such as Sub-location,Division,location etc should reflect information as per your National Identification Card.

b) Step 2 of 3: Applicant:- Residence Details In this section, an applicant is required to fill out there current place of residence information. Items such as Sub-location,Division,location etc should reflect your current place of residence and not as indicated in your ID Card.

c) Step 3 of 3: Applicant:- University & Loan Details In this section, an applicant is required to fill out there university and loan details.Specify how much loan you require and in case you need bursary this is the section to tick on.

STAGE 2: PARENTS DETAILS (Main Tab) This comprises of four sub categories as elaborated below. Please fill each section before proceeding to the next item.

a) Step 1 of 4: Parents/Guardian details – Parents Marital Status In this section, an applicant is required to fill out there parents marital information. Please specify whether you are an orphan or from a single parent. If either parent is deceased you will be required to provide details of their death certificates and attach certified copies of the same.

b) Step 2 of 4: Parents/Guardian details – Father details. This section is mandatory, if your father is alive. If you specify on the option NOT ALIVE, you wont be required to fill the details of your father.

c) Step 3 of 4: Parents/Guardian details – Mother details. This section is mandatory, if your Mother is alive. If you specify on the option NOT ALIVE, you wont be required to fill the details of your Mother.

d) Step 4 of 4: Parents/Guardian details – Family Expense Details In this section, an applicant is required to fill out there family expense details.This includes items such as food,clothing,rent etc. Please enter numeric values only without special characters or commas e.g. 5000 not 5,000.

STAGE 3: EDUCATION DETAILS (Main Tab)

This section has no sub categories. You will only fill your education details on the form capturing Primary, Secondary and any other enrollment after that.

***I tried it and got a database error, the profile could not be viewed and one could not move to the next section as provided for in the instructions. I have emailed the Admin waiting for response.

Service Delivery Standards and Timelines on services at KPLC

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KPLC have come up with standards that have clear time lines on their various services:

Quotation after application of Supply

  • requiring meter only – 7 days
  • requiring low voltage extension (metered at 230V) – 14 days
  • requiring medium voltage extension & or transformer (metered at 400V) – 28 days
  • requiring connection at high voltage (metered at 11KV, 33KV, 66KV) – 45 days

Construction period after payment

  • requiring meter only – 3 days
  • requiring low voltage extension (metered at 230V) – 14 days
  • requiring medium voltage extension & or transformer (metered at 400V) – 45 days
  • requiring connection at high voltage (metered at 11KV, 33KV, 66KV) – To be agreed

Reconnection after disconnection

  • reconnection for non-payment – within 24 hours

Account closure and deposit refund

  • disconnection on request for account closure – within 24 hours
  • deposit refund upon closure of account – within 14 days

Unplanned supply Interruption

When:

  • System/ transformer malfunction – up to 8 hours
  • Trees falling on lines – up to 8 hours
  • Fallen pole – up to 10 hours
  • Vandalism – to be agreed

Customer queries

  • Query/ complaint in writing – resolution / response within 7 days
  • Other queries & complaints (walk-ins, emails, phone) – resolution / response within 7 days

Approximate connection cost for low voltage requirements

  • Customers within 600 meters from transformer (single phase) – KES 35, 000
  • Customers within 600 meters from transformer (three phase) – KES 45, 000

**Customers beyond 600 meters will be served through Umeme Pamoja group schemes and should contact their respective Marketing officer / Branch Business Heads.