New Regulations to Tighten Customer Service in Kenya’s Power Sector

Kenya’s electricity distributors and retailers will soon be required to meet strict customer service standards, including publishing service charters, reconnection timelines, and complaint-handling procedures..
✨ Key Highlights
Kenya is set to implement new stringent customer service standards for its electricity sector through the Draft Energy (Electricity Reliability, Quality of Supply and Service) Regulations, 2025. These regulations aim to enhance accountability and improve customer experience across all licensees in the power industry.
- Electricity distributors and retailers will be required to publish service charters, reconnection timelines, and detailed complaint-handling procedures for approval by the Energy and Petroleum Regulatory Authority (EPRA) every three years.
- Key service timelines include reconnection within 24 hours after payment, notification of planned outages at least 48 hours in advance, and meter testing results shared within 14 days.
- Utilities must provide 24-hour telephone services for emergencies and complaints, and resolve technical complaints within seven working days and non-technical complaints within 30 working days.
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The Kenya Revenue Authority (KRA) is proposing new regulations, the Income Tax (Significant Economic Presence) Regulations, 2025, to compel Kenyan banks to withhold taxes for non-compliant foreign technology firms. In the financial sector, thirty-five SACCOs face sanctions for failing to register with the Financial Reporting Centre (FRC) under new anti-money laundering regulations. This crackdown is part of Kenya's effort to address its "grey listing" by the Financial Action Task Force (FATF). Additionally, new customer service standards are set for the power industry through the Draft Energy (Electricity Reliability, Quality of Supply and Service) Regulations, 2025. These regulations aim to enhance accountability and improve customer experience for the electricity sector.














