NAIROBI, Kenya — Safaricom, the leading Kenyan telecommunications provider, has dismissed 113 staff members in the fiscal year ending 2024 due to involvement in fraud and severe policy breaches related to its mobile money and SIM services.
The figure, revealed in the company’s recently published sustainability report, indicates a notable increase from the 95 dismissal cases recorded in the preceding year, suggesting a concerning rise in internal misconduct.
Several of the investigated cases involved SIM-swap fraud, a sophisticated scheme where fraudsters manipulate the telecom provider into transferring an existing customer’s phone number to a new SIM card under their unauthorized control.
This allows criminals to intercept critical communications, security codes, and messages linked to the victim’s mobile money and banking services.
Enhanced security measures and detection systems
In response to these internal threats and fraud risks, Safaricom has introduced a comprehensive set of new security and ethical measures:
- Automated detection: The company has implemented “automated detection systems to flag high-risk SIM swaps and suspicious account access,” a solution specifically designed to strengthen the SIM replacement process and improve verification procedures. This system aims to restrict suspicious transactions proactively.
- Whistle-blowing policy: Safaricom has expanded its whistle-blowing policy to enable the anonymous reporting of unethical or fraudulent behavior through an independent external institution, fostering a culture of accountability.
- External collaboration: The telco is actively increasing its collaboration with law enforcement authorities to investigate and prosecute fraud cases linked to its services.
The company underscored its commitment to integrity in the report: “Throughout FY25, we strengthened our fraud detection systems, reaffirmed our commitment to data protection, and expanded ethical training for staff and partners,” Safaricom stated.
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It further added: “Our approach centered on safeguarding customer trust, maintaining operational integrity, and upholding high standards of accountability in uncertain conditions.”
Safaricom is also prioritizing public education through awareness campaigns, internal staff training, and outreach to agents and suppliers to combat fraud rooted in social engineering and other deceptive practices.
By tightening internal controls and improving verification protocols at all points where SIM replacement or account recovery occurs, the telecommunications giant hopes to significantly lower fraud-related losses, restore public trust, and maintain the integrity of its mobile money and SIM-based services.