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Originally published by The Kenyan Wall Streetbusiness
September 30, 2025
3h ago
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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