NAIROBI, Kenya — The National Transport and Safety Authority (NTSA) is facing renewed scrutiny amid mounting complaints from motorists over prolonged delays in the issuance of smart driving licences and vehicle number plates.
Frustration has been building among applicants who say they completed biometric registration and made payments months ago but are yet to receive their documents.
The concerns point to what critics describe as persistent administrative bottlenecks within the authority’s production and distribution systems.
One applicant claimed they finalised biometric registration as early as November and December last year but have not received their licence card.
“To be honest, what is going on at the NTSA offices because I visited their offices in November last year and they took my biometrics, but up to now I have yet to receive my driving licence,” said one applicant.
Growing backlog concerns
Sources familiar with the system attribute the delays to a substantial backlog, estimating that hundreds of thousands of applications remain pending.
According to these sources, production capacity has struggled to match rising demand, particularly following increased uptake of the digital platform and stricter enforcement measures requiring drivers to transition to smart licences.
Another applicant questioned the transparency of the process.
“Am I the only person who is yet to receive their driving licence? Since applying for it in December last year, I haven’t received it. What is happening? But when I log into the system, it shows me the document is ready,” said another frustrated Kenyan.
The discrepancy between system notifications and physical collection availability has further deepened mistrust among applicants.
Impact on employment and compliance
The delays carry significant economic implications. In Kenya, possession of a valid smart driving licence is mandatory for drivers, particularly those employed in the transport, logistics and ride-hailing sectors. Without the physical card, many risk fines, job losses or interruptions to income.
The NTSA has in recent years championed the smart driving licence as part of broader transport sector reforms aimed at enhancing road safety, curbing fraud and digitising driver records.
The authority previously indicated that processing timelines had improved following the rollout of the system.
Also Read: Kenya to roll out smart driving licences with instant fines system
However, current applicants argue that waiting periods have stretched well beyond earlier expectations.
Some report that applicants during the initial rollout received their licences within weeks, while more recent submissions have taken several months without clear updates.
Calls for transparency
Motorists are now urging the authority to provide detailed clarification on the size of the backlog, realistic processing timelines and the specific causes of production slowdowns.
They are also calling for improved communication through official channels to reduce uncertainty.
Efforts by Kenyans.co.ke to obtain comment from NTSA through official communication platforms had not received a response by the time of publication.
The latest complaints add to recurring public concerns over document production delays within the transport sector, raising questions about procurement processes, supply chain constraints and operational capacity within the agency.
