Kenya’s largest telecommunications company, Safaricom, has fired 113 employees for involvement in fraud and policy violations during the fiscal year ending 2024, marking an intensified effort to root out internal malpractice and strengthen consumer trust. The company’s newly released sustainability report revealed the rise in disciplinary actions, up from 95 dismissals in the previous year, highlighting the growing challenge of combating fraud in Kenya’s fast-evolving digital economy.
The report links many of the cases to SIM-swap fraud, a type of identity theft where criminals trick telecom operators into transferring a customer’s phone number to a new SIM card. Once successful, fraudsters gain access to calls, messages, and one-time security codes that can compromise mobile money and banking accounts. Safaricom’s flagship mobile money service, M-Pesa, which serves over 30 million Kenyans, remains a prime target for such schemes due to its scale and integration with financial institutions.
To address these risks, Safaricom has implemented automated detection systems that flag high-risk SIM swaps and suspicious account activity. The company said the system was designed to improve customer verification, restrict unusual transactions, and prevent unauthorized access. Additionally, Safaricom has expanded its whistle-blowing framework, allowing employees, customers, and partners to report unethical conduct anonymously through an independent third-party platform.
The company’s crackdown also includes collaboration with law enforcement agencies to investigate fraud linked to its services. This partnership aims to track, arrest, and prosecute individuals involved in complex mobile-related crimes that affect both the company and consumers. Safaricom’s proactive stance reflects its commitment to corporate governance, data protection, and operational integrity.
Public education and awareness are central to Safaricom’s anti-fraud strategy. The telecom giant has launched targeted consumer awareness campaigns to help customers recognize social engineering tactics used by fraudsters. It has also strengthened staff training and supplier outreach to ensure everyone within the Safaricom ecosystem understands and adheres to ethical standards.
In its statement, the company said: “Throughout FY25, we strengthened our fraud detection systems, reaffirmed our commitment to data protection, and expanded ethical training for staff and partners. Our approach centered on safeguarding customer trust, maintaining operational integrity, and upholding high standards of accountability.”
This renewed vigilance comes as SIM-swap fraud and digital scams become more sophisticated across Kenya’s telecommunications and financial sectors. By tightening SIM replacement protocols and increasing identification verification, Safaricom aims to reduce fraud-related losses and bolster user confidence in its mobile services.
CEO Peter Ndegwa has repeatedly emphasized the importance of trust and accountability in Safaricom’s business model, noting that digital transformation must go hand-in-hand with robust security. The company’s continued investment in cybersecurity, compliance, and employee ethics underscores its resolve to maintain leadership in Kenya’s telecommunications market while protecting the millions who rely on its services daily.
Safaricom’s decisive actions reflect a broader shift in corporate Kenya, where companies are being held to higher ethical standards in protecting consumer data and financial integrity. The 113 dismissals send a clear message — corporate transparency and zero tolerance for fraud remain central to Safaricom’s mission as it continues to drive Kenya’s digital and financial inclusion agenda.
