Kenya Power Distribution Last Mile Connectivity

Complaint

The Complaints Mechanism received a complaint from an individual acting on behalf of a sub-contractor engaged to carry out project design services for one of the promoter’s contractors. The complainant alleged that, despite having performed the agreed design services, the contractor had not provided the sub-contractor with a signed version of the relevant contract and had not processed the submitted invoices, leading to a lack of payment. 

Work performed

From the outset of the complaint handling process, the complainant, the promoter and the contractor expressed willingness to seek an amicable resolution. The EIB project team and the Complaints Mechanism facilitated a prompt resolution of the concerns raised. To facilitate resolution, the Complaints Mechanism undertook several actions, including holding meetings with the EIB project team and conducting numerous calls and written exchanges with the complainant. Employing a shuttle diplomacy approach, the Complaints Mechanism and the EIB project team fostered communication between the complainant and the contractor. 

Outcome

Following these exchanges, the complainant confirmed in March 2026 that the contractor provided the subcontractor with a signed version of the contract and reviewed the outstanding invoices. The contractor and sub-contractor agreed that payments be made in instalments.

Thanks to the collaborative efforts of the complainant, the contractor, the promoter, the EIB project team and the Complaints Mechanism, the concerns raised could all be addressed during the initial assessment phase of the complaint to the satisfaction of the involved parties. The complaint and the related exchanges brought the issue to the promoter’s attention and provided additional information, thereby enabling the promoter to more effectively monitor its contractors as required under labour standards. As a result, no further action is needed.