How Communications Authority is fighting SIM swap fraud in Kenya

The Communications Authority of Kenya (CA) is intensifying its efforts to combat SIM swap fraud through stricter oversight of mobile phone registration, replacement procedures and identity verification. Complaints of fraudulent access to mobile money services have been on the rise, prompting the regulator to engage telecommunications operators in strengthening customer authentication processes.

In its first quarter report for the 2026/2027 financial year, the CA identified SIM swapping, identity theft and unauthorized access to digital financial services among emerging consumer protection concerns, with 57 complaints related to digital financial services and mobile money, 47 involving fraud and scams, and 49 concerning cybercrime and criminal use of ICT infrastructure.

Although the report does not provide a separate count for SIM swap cases, it highlights fraudulent SIM replacement as a risk that necessitates stronger regulatory intervention. The regulator is strengthening oversight of SIM registration, replacement and lifecycle management, with a focus on identity verification and authentication requirements.

CA is also collaborating with telecommunications operators to improve verification procedures and enhance accountability in SIM card management. The regulator emphasizes that mobile money fraud is becoming more sophisticated, with emerging tactics such as phishing, impersonation, fake promotions, social engineering, fraudulent mobile money transactions and online marketplace scams.

These methods can result in financial losses, particularly when fraudsters gain access to personal information or control of subscribers' mobile phone numbers. During the quarter under review, the CA received 104 complaints relating to digital financial services and fraud and scams, with 97.1% of the combined complaints being resolved.

Safaricom has introduced 18 automated security checks in its SIM card replacement process, powered by its Single View platform, to strengthen protection against fraudulent SIM swaps. The platform conducts automated pre-checks covering customers' roaming status, suspicious location patterns, device activity, and more, shifting critical decision-making from frontline agents to automated verification systems.

While Safaricom has implemented its own automated security system, the CA remains committed to working with licensed operators to strengthen identity verification and authentication throughout SIM management.