Kenya Power and Lighting Company (KPLC) issued a statement on Friday, April 2, and Saturday, April 3, on the nationwide delays being experienced in the prepaid purchase of tokens.
KPLC stated that its technicians were acting to mitigate the problem after customers raised concerns. It noted that some of its clients had failed to receive tokens nearly 18 - 24 hours after purchase.
"To our esteemed customers, we are working to resolve a technical hitch that is causing a delay in token vending.
"Once normalcy returns, we will issue an update and send the tokens. We apologise for the inconvenience caused. The process is ongoing and we, therefore, request patience," stated Kenya Power.
The electricity provider added that complaints about the generation of tokens affected all buyers, from those using mobile transaction money, banks, agents and apps.
Kenya Power also urged its prepaid customers to proactively check their latest purchase tokens by dialling the USD code *977# or through the Power App. The app can also be used by postpaid customers.
Throughout the day on Friday, April 2, and Saturday, April 3, KPLC was forced to send token numbers via their customer care, either through calls or social media pages to reduce the backlog of purchases made.
Kenya Power recently announced changes in the electricity sector, from the reduction of tariffs to the introduction of new smart meters. After recording millions in losses, the company announced that it had revised its strategies, and would henceforth focus on generating income without raising electricity bills.
Some of the measures include recovering billions of shilling from defaulters through installation inspectors and debt collectors. Smart meters will also enhance energy efficiency through close communication with Kenya Power technicians and purchasing of electricity at discounted rates.
President Uhuru Kenyatta further appointed a board to review power purchase agreements between the firm and private energy regulators.
Kenya Power is facing stiff competition as companies and homes switch to solar energy.
