Nairobi, Kenya| In a landmark move to modernize service delivery and combat fraud, Kenya Power and Lighting Company (KPLC) has mandated that all new electricity connection applications must now be submitted exclusively through its online self-service portal, effective immediately.
The digital-only policy, which took effect this week, marks the end of manual application submissions at customer service centers and banking halls across the country.
New Online Portal: One-Stop Shop for Electricity Connections
Customers seeking new power connections – whether domestic, commercial, or industrial – are now required to use KPLC’s upgraded online platform.
The portal is fully optimized for both desktop computers and mobile devices, allowing applicants to complete the entire process from anywhere with internet access.
Speaking during the announcement, Kenya Power Managing Director Dr. (Eng.) Joseph Siror emphasized that the shift to 100% digital applications is a cornerstone of the company’s ongoing transformation agenda.
“Digitisation is central to Kenya Power’s transformation agenda. This move will significantly reduce turnaround times, increase transparency in the application process, and make electricity access more convenient for all Kenyans,” Dr. Siror stated.
He further revealed that the digital platform will play a critical role in curbing fraudulent activities perpetrated by rogue individuals who have previously posed as Kenya Power employees to extort money from unsuspecting customers.
Key Benefits of the Digital Transformation
| Benefit | Impact on Customers & Operations |
|---|---|
| Faster processing times | Reduced waiting periods from weeks to days in many cases |
| Enhanced transparency | Real-time tracking of application status |
| Elimination of middlemen | Direct interaction between customer and KPLC systems |
| 24/7 accessibility | Applications can be submitted any time, from any location |
| Reduced fraud risk | No cash payments or interactions with unauthorized persons |
| Paperless process | Environmentally friendly and cost-effective for both parties |
Over the past three years, Kenya Power has processed an average of 269,268 new connection applications annually – a figure expected to rise significantly as the country continues its rapid electrification drive under the Last Mile Connectivity Project and the Kenya Off-Grid Solar Access Project (KOSAP).
Special Arrangements for Last Mile Connectivity Beneficiaries
While the digital mandate applies nationwide, Kenya Power has made provisions for beneficiaries of the Last Mile Connectivity Project.
Field officers and authorized officials will continue to engage these customers on-site to facilitate applications and ensure no one is left behind in remote or underserved areas.
Nationwide Support Teams Deployed
To ensure a smooth transition, Kenya Power has deployed dedicated business development and customer support teams across all regions.
These teams are actively assisting customers – particularly first-time users and those in rural areas – with registration, document upload, and navigation of the online portal.
The company has also intensified public awareness campaigns through radio, social media, and community barazas to educate Kenyans on the new process.
A Decisive Step Toward a Modern Utility
The full digitization of new connections is the latest in a series of technological upgrades at Kenya Power, following the successful rollout of prepaid metering, the USSD *977# service, and mobile money payment integration.
Industry analysts have welcomed the move, noting that digital-first utilities in countries like Rwanda and South Africa have recorded dramatic improvements in efficiency, revenue collection, and customer satisfaction.
As Kenya targets universal electricity access by 2030 in line with Vision 2030 and the government’s Bottom-Up Economic Transformation Agenda (BETA), the shift to a fully digital application ecosystem is seen as a critical enabler for connecting hundreds of thousands of new households and businesses annually – securely, transparently, and efficiently.
Customers experiencing difficulties with the online portal are encouraged to visit the nearest Kenya Power office for assisted registration or call the 24-hour contact center on 97771.
With fraud eliminated, delays minimized, and convenience maximized, Kenya Power’s bold digital leap is poised to redefine how millions of Kenyans access one of the most essential services in modern life: electricity.
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