Prepaid Token Meter Box Replaced One Year Later

Kenya Power finally replaced a prepaid token meter box after one year following the intervention of the Ombudsman in a case of inordinate delay.

Mr. William Analo, a resident of Ngecha in Limuru, complained to the Commission alleging a delay by Kenya Power to replace his prepaid token meter box which stopped working in September 2022 following an electrical hitch. According to him, he reported the issue to the Kenya Power office in Limuru which booked the replacement and assured him that a team would be sent to undertake the replacement. In the subsequent visit to the office, he was told that a team would visit his home to do the meter replacement. However, when a Kenya Power technician visited his home on 6^th June 2023, he was told that the meters were not in stock hence he had to wait longer. His predicament impelled him to seek the intervention of the Commission on 8^th June 2023.

The Commission by way of inquiry took up the matter with the Managing Director, Kenya Power, on 19^th June 2023 leading to the replacement of the meter. Mr. Analo, in an email to the Commission on 18^th August 2023, confirmed the development.

“Thank you for your assistance. I can confirm that I have been assisted by the Kenya Power office in Limuru. Thank you for your cooperation,” read his email to the Commission.