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.
