Kenya Power Eyes Self-Reading of Meters to Reduce Billing Complaints
Self-reading is one of the customer empowerment services that are offered by the USSD Code
*977#.
Nairobi, Tuesday, 4th October 2022 …. Kenya Power is targeting to increase the number of
postpaid customers reading their meters from the current 145,000 to 200,000 during the current
financial year, as the Company moves to address billing complaints.
Last year, the Company introduced the self-reading service that is available on the USSD
Code *977# where postpaid customers can register to read their meters at the end of their
billing cycle and submit the readings for accurate billing.
“Self-reading of meters will empower our postpaid customers to proactively engage with us on
all matters that relate to billing for their electricity consumption. It is targeted to enhance
satisfaction among our customers through accurate and timely billing which will eliminate bill
estimations and therefore reduce customer complaints arising from the same,” said Eng. Muli.
Currently, 2.1 million customers are on postpaid billing while 6.8 million customers are on prepaid
billing (tokens). Apart from self-reading, the USSD Code also enables prepaid customers to
retrieve the last three purchased tokens, which is helpful especially when customers want to
make reference to their electricity consumption trends.
Customers can also use the platform to report power outages for quick resolution, confirm the
authenticity of persons presenting themselves to them as Kenya Power staff as well as track the
progress of their connectivity application.
Speaking today at Stima Plaza during the launch of the Company’s celebrations to mark
Customer Service Week, Kenya Power’s Chairman of the Board of Directors, Vivienne Yeda said
that the Company will continue to pursue an environment that fosters innovation in order to
provide the highest level of quality and reliability in customer service.
“We believe that if we can create an environment where we are all empowered to be
innovative and accountable, then we will be able to contribute more than ever before. By
creating this environment, we will be able to deliver better outcomes for our customers – a move
that will ultimately drive electricity demand for the next generation,” she said.
During the last financial year, the monthly average customer transaction on the *977# platform
stood at 1.6 million. The Company is targeting to increase these transactions to an average of 2
million by the end of the current financial year.
.
https://twitter.com/KenyaPower
https://twitter.com/KenyaPower_Care
Self-reading is one of the customer empowerment services that are offered by the USSD Code *977#.
Nairobi, Tuesday, 4th October 2022 …. Kenya Power is targeting to increase the number of
postpaid customers reading their meters from the current 145,000 to 200,000 during the current
financial year, as the Company moves to address billing complaints.
Last year, the Company introduced the self-reading service that is available on the USSD
Code *977# where postpaid customers can register to read their meters at the end of their
billing cycle and submit the readings for accurate billing.
“Self-reading of meters will empower our postpaid customers to proactively engage with us on
all matters that relate to billing for their electricity consumption. It is targeted to enhance
satisfaction among our customers through accurate and timely billing which will eliminate bill
estimations and therefore reduce customer complaints arising from the same,” said Eng. Muli.
Currently, 2.1 million customers are on postpaid billing while 6.8 million customers are on prepaid
billing (tokens). Apart from self-reading, the USSD Code also enables prepaid customers to
retrieve the last three purchased tokens, which is helpful especially when customers want to
make reference to their electricity consumption trends.
Customers can also use the platform to report power outages for quick resolution, confirm the
authenticity of persons presenting themselves to them as Kenya Power staff as well as track the
progress of their connectivity application.
Speaking today at Stima Plaza during the launch of the Company’s celebrations to mark
Customer Service Week, Kenya Power’s Chairman of the Board of Directors, Vivienne Yeda said
that the Company will continue to pursue an environment that fosters innovation in order to
provide the highest level of quality and reliability in customer service.
“We believe that if we can create an environment where we are all empowered to be
innovative and accountable, then we will be able to contribute more than ever before. By
creating this environment, we will be able to deliver better outcomes for our customers – a move
that will ultimately drive electricity demand for the next generation,” she said.
During the last financial year, the monthly average customer transaction on the *977# platform
stood at 1.6 million. The Company is targeting to increase these transactions to an average of 2
million by the end of the current financial year.
.
https://twitter.com/KenyaPower
https://twitter.com/KenyaPower_Care
