To report a dangerous electricity fault in Nairobi, call Kenya Power on 97771, 0703 070 707 or 0732 170 170. Explain immediately if the incident involves fallen wires, a damaged pole, sparks, smoke or a risk to people. These contacts are published on Kenya Power’s official website.
For ambulance, police, fire and rescue contacts, visit the Nairobi Emergency Services Guide.
Electrical hazards may affect homes, markets, roads, construction sites and public transport stages. Report the location from a safe distance and leave inspection or repairs to authorised personnel.
Kenya Power Reporting Contacts
| Channel | Contact | Use |
|---|---|---|
| National contact centre | 97771 | Report electricity faults and request assistance |
| Alternative telephone | 0703 070 707 | Contact Kenya Power |
| Alternative telephone | 0732 170 170 | Contact Kenya Power |
| USSD service | *977# | Report safety incidents or power outages |
| myPower app | Official Kenya Power app | Report outages and access customer services |
| Customer-care email | customercare@kplc.co.ke | Written enquiries and follow-up |
The channels are listed in Kenya Power’s self-service information and customer-support guidance.
Official online listings checked on September 1, 2026. Numbers have not been test-called. For immediate danger, prioritise a telephone call rather than waiting for an email response.
Reporting Fallen Power Lines
Treat a fallen electricity wire as dangerous even if it is silent or there is a power outage.
Kenya Power advises people to remain at least 10 metres away from fallen lines and report them. Keep children and other bystanders away, and do not touch, lift or move the wire. Source: Kenya Power safety guidance.
When calling, explain whether the wire is across a road, footpath, building entrance or flooded area. Do not approach it to read a pole number or take a photograph.
How to Report a Safety Incident Using USSD
Kenya Power’s self-service menu includes a safety-incident reporting option.
- Dial
*977#. - Select Report Incidences.
- Choose Safety Incident.
- Follow the prompts and describe the hazard.
Use the menu labels rather than relying on a fixed option number, since menu arrangements may change. Keep any acknowledgement or reference provided for follow-up. Source: Kenya Power customer support.
Information to Give the Operator
Provide the estate, road, building or nearest recognisable landmark, followed by a short description of the problem.
Useful details include:
- Whether a wire or pole has fallen.
- Whether there are sparks, smoke or flames.
- Whether the hazard is near people, traffic or water.
- Whether anyone is injured.
- When you first noticed the incident.
- Your callback number.
For a fault near a matatu stage, identify the stage and the side of the road affected. Give a meter or account number if it is relevant and available, but do not approach dangerous equipment to obtain one.
Sparking Transformers, Smoke and Fire
Report visible sparks, smoke or damage at a transformer or electricity pole immediately. Describe what you can see from a safe location.
If there is a fire or people need rescue, also contact Nairobi County through the numbers in the Nairobi Fire and Rescue Services guide. Tell both operators that electrical equipment is involved.
If someone is injured, request medical assistance through the Nairobi Ambulance Services directory.
Reporting an Ordinary Power Outage
For an outage without a visible safety hazard, Kenya Power provides reporting through *977# and the myPower app.
Under the USSD reporting menu, select the power-outage option and follow the instructions. The app also provides a power-failure reporting feature. Have your meter or account number available where possible. Source: Kenya Power outage-reporting instructions.
If you later notice fallen wires, smoke or sparks, report that additional information immediately.
Electrical Hazards During Flooding
When reporting an electricity fault in a flooded area, tell the operator about the water and any visible damaged infrastructure. Do not enter the flooded area to investigate.
For flood-related rescue contacts and travel guidance, see the Nairobi Flood Emergency Contacts guide.
Following Up on a Report
Keep the reporting time, location and any reference number provided. Use those details when requesting an update.
Explain promptly if the situation becomes more dangerous—for example, if a damaged pole falls or a previously clear road becomes obstructed.
Metros Kenya provides this guide for public information. Kenya Power handles electricity reports, inspections and repairs; contact the utility directly for assistance.
