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Disconnection and Reconnection

We discourage the disconnection of our services, but rather using all available means that give the customer the opportunity to pay.
This includes sending reminders through:
    • SMS encouraging prompt payment of bills
    • Bills sent to be accompanied by the date due
    • 21 days is given to the customer within which he/she should have paid the bill
    • Confirm that the customers have not paid before issuing the disconnection orders
    • Effect disconnection as the very last resort
    • First disconnection to be effected through a wire seal.
    • Failure to pay within the due date, a disconnection is effected.
    • Incase disconnection seal is broken a penalty of Kshs. 500 will be charged.
Shutdown Information

A connection will be put on shut down when:

  1. A connection is inaccessible for meter reading and non payment
  2. Self-reconnection.


Reconnection will be carried out after:

  • Full payment of the amount due
  • Part payment and, signing of agreement/promissory note to pay the balance by installment.
  • Payment of reconnection fee as per our tariffs
  • All customers will be reconnected within 24 hours after payment

More Customer Service Information