Safaricom Dismisses 118 Employees in Fraud Crackdown as Digital Trust Comes Under Focus

What Happened at Safaricom?

Safaricom, one of Kenya’s largest telecommunications companies, has dismissed 118 employees over fraud-related misconduct during the financial year that ended in March 2026. The development has drawn attention to the challenges telecom operators face as they protect customer information, mobile money services and internal business operations.

According to a report published by Business Daily Africa on October 27, 2026, the number of dismissals increased from 113 in the previous financial year. The figures were disclosed in Safaricom’s latest sustainability report as the company continued strengthening its approach to fraud prevention.

Safaricom identified several types of misconduct that can lead to dismissal, including theft, falsification of company records, unauthorised access to customer call records and conduct involving criminal offences.

During the same reporting period, the company issued three disciplinary warnings and referred 14 cases to law enforcement agencies. These figures highlight the different measures available when suspected misconduct is identified and investigated.

The company also reported recovering KSh953 million linked to inflated agent commissions. It attributed the recovery to proactive monitoring and data analytics that helped identify irregular payments. However, Business Daily noted that the report did not establish a direct connection between these recoveries and the employee dismissals.

Why Fraud Control Matters in Telecommunications

Telecommunications companies now do much more than provide phone calls and internet access. They support mobile banking, digital payments, business transactions and communications used by millions of people.

In Kenya, Safaricom’s M-PESA service plays an important role in everyday financial activities. Customers use mobile money to pay bills, send money to relatives, purchase goods and receive payments from businesses.

This makes fraud prevention essential. If criminals exploit weaknesses in a company's systems or obtain access to confidential customer information, the consequences can include financial losses, account compromise and reduced confidence in digital services.

Fraud involving employees can create additional risks because workers may have authorised access to internal systems or sensitive information. Strong access controls, regular monitoring, independent investigations and clear disciplinary procedures can help organisations identify suspicious activity and reduce opportunities for abuse.

Safaricom reported monitoring approximately 1.25 billion attempted cyber intrusions and investigating more than 130,000 security events during the financial year. These figures illustrate the scale of security activity that a major digital service provider must manage.

The company also said its Single View SIM-swap platform uses automated checks to help verify customer identities and flag potentially risky transactions. According to the report, fraudulent SIM swaps declined by 65 per cent following the platform’s adoption.

What the Story Means for Customers

The crackdown highlights an important lesson for people who depend on mobile phones and digital financial services: protecting accounts requires both company safeguards and responsible customer behaviour.

Customers should never share their mobile money PINs, banking passwords or one-time verification codes with strangers. They should also be cautious when responding to unexpected calls or messages requesting personal information.

SIM-swap fraud is another concern. If a phone suddenly loses network service without a clear explanation, the owner should contact their mobile operator through an official channel and check whether their number or account has been compromised.

Users should report suspicious transactions immediately and avoid clicking unfamiliar links that claim to offer account upgrades, prizes or urgent security checks.

Trust Is Essential for the Digital Economy

The Safaricom disclosures show why fraud prevention has become a business priority rather than simply an internal administrative issue. Companies must protect customer data, investigate misconduct fairly and communicate clearly about their security measures.

At the same time, reporting employee dismissals requires care. A dismissal for misconduct is not automatically the same as a criminal conviction, and individual cases should not be described as criminal findings unless supported by the relevant legal record.

For customers, the central issue is whether digital services can be used safely and reliably. For businesses, it is whether strong controls can prevent fraud while maintaining public confidence.

As mobile money and digital communications continue to expand, accountability, effective security systems and informed customers will remain important to building trust in Kenya’s digital economy.