Safaricom has dismissed up to 113 staff members in the fiscal year ending in 2024 for involvement in fraud and policy breaches tied to its mobile money and SIM services.
The company’s recently published sustainability report shows an increase from 95 dismissal cases in the previous year, suggesting a rise in internal misconduct
Of the cases investigated, several involved SIM-swap fraud. These occur when fraudsters deceive the telecom provider into transferring an existing customer’s phone number to a different SIM card under their control.
Once that is done, they may intercept calls, messages, or security codes linked to mobile money or banking.
To help combat such risks, Safaricom has introduced new measures, including “automated detection systems to flag high-risk SIM swaps and suspicious account access”, a solution designed to tighten the process of replacing SIMs.
READ: Why You Cannot Register a Safaricom SIM Card After 7 PM
That system aims to restrict suspicious transactions and improve verification. The company has also expanded its whistle-blowing policy to allow anonymous reports of unethical or fraudulent behavior through an independent external institution.
Also part of the response is increased collaboration with law enforcement. Safaricom is working with authorities to investigate fraud linked to its services.
Public education plays a major role in the company’s approach. Through awareness campaigns, staff training, and outreach to agents and suppliers, Safaricom is trying to reduce fraud rooted in social engineering and other deceptive practices.
“Throughout FY25, we strengthened our fraud detection systems, reaffirmed our commitment to data protection, and expanded ethical training for staff and partners,” Safaricom said in the report.
“Our approach centered on safeguarding customer trust, maintaining operational integrity, and upholding high standards of accountability in uncertain conditions.”
Raising awareness among customers has also become increasingly important, especially given how SIM-swap fraud exploits personal identity information and security codes.
Safaricom is tightening controls and improving verification at points where SIM replacement or account recovery happens. The telco hopes these steps will lower fraud losses, restore trust, and maintain the integrity of its mobile money and SIM-based services.
