From Pride to Paranoia: How Safaricom Lost Public Trust Over Data Privacy Breach

Kenyans Question the Safety of Their Personal Data

Many Kenyans are beginning to question how safe their personal data really is, especially with new reports exposing Safaricom’s alleged role in aiding state surveillance.

Africa Uncensored Documentary Sparks Outrage

A recent documentary by Africa Uncensored, titled Invisible Eyes: Inside State Surveillance in Kenya, has ignited public outrage after revealing that police and intelligence officers have been accessing private phone data through a special office located inside Safaricom’s headquarters.

This office, known as the Law Enforcement Liaison Office, is said to allow officers to retrieve sensitive subscriber information such as call logs, text records, and live location data often without a court order as required by law.Investigative journalist Namir Shabibi, who worked on the documentary, explained that Safaricom’s systems are used to track people through cell towers every time they make or receive calls, a practice that turns the company into a state spying tool rather than a service provider.

Surveillance Allegations During Gen Z Protests

The controversy grew worse during the 2024 Gen Z protests, where dozens of young activists were abducted or went missing under unclear circumstances.

The Kenya National Commission on Human Rights reported at least 82 abductions by December 2024, with 29 people still missing months later.

Many Kenyans suspect that Safaricom’s data systems were used to locate protesters and critics. Among those targeted was software developer Rose Tunguru, who built a website for sending protest messages to leaders. Police tracked her down without any known tips, suggesting her phone data was used to locate her.She was arrested, jailed for four days, and left traumatized.

Court Admission Confirms Illegal Data Sharing

Court cases have also revealed Safaricom’s role in unlawful data sharing. During a hearing on September 8, 2025, a company officer, Daniel Hamsi, admitted in open court that he shared subscriber information and call data with police in the case of a young man accused of posting a fake image of the president.

When questioned about whether a court order existed, he plainly replied, “The order is not there.” This rare admission confirmed suspicions long held by civil rights groups.

Similar data handovers have appeared in other criminal cases, with no sign of legal authorization.

Public Backlash and Online Criticism

Online, critics like Shoba Gatimu have condemned Safaricom’s transformation from a vibrant, customer-centered brand into what she calls “The Listening, Tracking, Abducting Network.” She points out that the company once symbolized national pride through events like the Safaricom Jazz Festival but is now viewed as a government surveillance partner.

Gatimu’s criticism extends beyond privacy issues; she also highlights high data costs, fast-depleting bundles, and rising M-Pesa transaction fees, arguing that Kenyans are paying more for less service while the company collaborates with the state. Her posts have gone viral, with many users demanding boycotts and accountability.

A Government-Linked Company Under Scrutiny

Safaricom’s close relationship with the government, which owns 35% of the company, makes it difficult for citizens to believe in its independence. While the company continues to deny illegal data sharing, multiple reports, including from Privacy International, have raised similar warnings since 2017.

Even international institutions like the ICC have struggled to access crucial Safaricom data when investigating past crimes, showing the level of political control involved.

Experts now warn that modern spyware could be tapping into the company’s infrastructure, enabling the government to monitor phone calls or even activate cameras without user consent.

Fading Public Trust and Growing Damage

The damage to Safaricom’s public image is growing. Once celebrated as a pillar of innovation, it is now seen as a tool for oppression and invasion of privacy.

With more than 44 million customers, nearly every adult Kenyan depends on its services, making switching networks nearly impossible.