The Kenya Power and Lighting Company (KPLC) has addressed one of the most common customer complaints — why some people receive fewer electricity tokens than their neighbours despite paying the same amount.
In a statement posted on October 10, 2025, through its official Facebook page, Kenya Power clarified that token disparities are not a result of favouritism but rather the tariff category each customer falls under, which is based on their electricity consumption patterns.
No Favouritism — It’s All About Tariff Classification
According to KPLC, customers are automatically classified into different tariff brackets after three consecutive months of monitoring their usage. The utility currently applies three main domestic tariff categories:
- Lifeline Tariff – For customers who consume between 0–30 units per month.
- Domestic Ordinary 1 (DO-1) – For consumption between 31–100 units per month.
- Domestic Ordinary 2 (DO-2) – For households that use over 100 units per month.
If a customer’s monthly usage consistently exceeds the limit of their current tariff bracket, they are automatically moved to the next level, resulting in fewer tokens for the same payment amount.
“For example, if a customer consumes more than 30 units for three months in a row, they are reclassified from the Lifeline Tariff to DO-1. The higher the tariff, the fewer tokens one gets for the same amount of money,” the company explained.
Promoting Transparency and Energy Efficiency
Kenya Power’s clarification follows years of public frustration and online debate over alleged inconsistencies in token allocation. The company’s latest statement aims to debunk misinformation and enhance transparency in billing.
Energy experts have urged customers to adopt energy-saving practices — such as switching off idle appliances, using energy-efficient bulbs, and monitoring monthly consumption — to stay within lower tariff bands and reduce their overall power costs.
KPLC further assured Kenyans of ongoing efforts to improve service delivery and encouraged customers to seek clarification through official channels whenever in doubt.
