Safaricom has recently been awarded the ISO 27701 Privacy Information Management System (PIMS) certificate, which marks a huge milestone in the company’s commitment to data protection and customer privacy. The certification, granted by the British Standards Institute (BSI) on October 16, represents the highest level of recognition for privacy information system management.
The comprehensive assessment covered critical operational areas including customer support, billing services, M-PESA, and data center operations. BSI evaluated Safaricom’s system controls, data protection policies, and implementation across multiple key technological platforms.
The certified systems include:
- Customer Relationship Management (CRM)
- IP Contact Centre (IPCC)
- Tibco
- Converged Billing System (CBS)
- Voucher Management System
- M-PESA platforms (G2, Statement Portal, Super App)
- MySafaricom App
- M-PESA Business App
As one of the first mobile network operators in the region to achieve this certification, Safaricom has proven its track record in data privacy and security. The PIMS certification complements the company’s existing credentials in Information Security Management Systems (ISO 27001) and Payment Card Industry Data Security Standard (PCI DSS version 4.0).
With this certification, Safaricom has now joined the ranks of certified global telecommunication providers such as ZTE and Deutsche Telekom.
CEO Peter Ndegwa thanked his team and asserted the significance of the achievement, stating, “I would like to applaud the dedicated cross-functional teams whose tireless efforts have made this achievement possible. The attainment of the PIMS certification reaffirms our ongoing commitment to continuously improve our privacy and security measures, ensuring we provide exceptional experiences for our customers while safeguarding their private information.”
The ISO 27701 certification validates Safaricom’s implementation of stringent data protection protocols across multiple service domains, from telecommunications to financial technology. This is especially crucial for M-PESA, the world’s first mobile money transfer system that serves over 32 million customers and has been instrumental in driving Kenya’s financial inclusion to 83.7% of the adult population.
For consumers, this certification offers tangible reassurance. It means their personal and financial data traversing Safaricom’s extensive network, which covers over 99% of Kenya’s population, is managed under the most rigorous international privacy standards.
