Kenya Power customers struggled to purchase units on the state utility’s prepaid service on Thursday, March 3 after a technical hitch affected the service.
Numerous complaints which hit Kenya Power’s customer care channels revealed that customers faced delays and errors when attempting to purchase units, leaving them confused.
Many customers completed mobile money payments but did not receive tokens from Kenya Power. The technical hitch also affected postpaid bill payments.
The customer service channels were swarmed by frustrated Kenyans who slammed the firm. The hitch notably came against the backdrop of a push by Kenya Power to cut operational inefficiencies to enable affordable power costs.
In a statement, Kenya Power apologized for the disruptions. They sought to assure Kenyans that the issue would be quickly resolved.
“Our team has identified the issue, and restoration of normal services is in progress so that customers can access the affected platforms soon.”
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“We apologise for the inconvenience caused,” ths statement noted.
Kenya Power is this year expected to engage Independent Power Producers (IPPs) to review its power purchase agreements.
The long-term contracts have been identified as a key obstacle standing in the way of cheaper power for the firm’s domestic and industrial customers.
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