Why Cybercrime, SIM-swap fraud have become major family talking points across Kenya

Cybersecurity and SIM-related security risks have become major family talking points, with thousands of Kenyans saying they are increasingly worried about their safety and that of their loved ones.

Not only that, nearly half of Kenyan households say they’re more concerned and deeply frustrated with IT and telecommunications companies over exasperatingly poor human support and unsatisfying quality of service, with digital fraud and scams a constant source of panic.

Also read: Telcos customer service still not good enough

These were some of the findings by the Communications Authority of Kenya (CA) in its latest consumer complaints report covering the last 3 months, which shades a grim representation of the worrying trends posed by a more connected world.

Data by the CA also noted that complaint trends received during the quarter point to the continued evolution of fraud from traditional fraudulent calls and text messages to more complex schemes involving phishing, impersonation, fake promotions, social engineering, fraudulent mobile money transactions and online marketplace scams.

And as Kenya’s digital economy continues to expand, so has the number and sophistication of fraud schemes targeting consumers across telecommunications and digital financial services.

“The predominant concerns raised by consumers during the reporting period relate to quality of service, digital financial services, fraud and scams, SIM-related security risks, Cyber Crime/Criminal use of ICT infrastructure, type approval of customer premises equipment, billing issues, data privacy and broadcasting services,” noted the report.

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Telecommunications complaints accounted for the largest proportion of escalated cases, with about 239 complaints, followed by Digital Financial Services and Mobile Money at 110 complaints, Cybercrime and criminal use of ICT infrastructure, which stood at 75 complaints.

The country’s broadcasting sector reported about 42 complaints, compared to Postal and Courier Services, which recorded 13 complaints, with emerging complaints relating to type approval of customer premises equipment, data breaches, misleading ICT promotions and unfair trading practices further highlighting evolving consumer concerns requiring continued regulatory attention.

The SIM-swap menace 

Online businesses across Africa continue to face these challenges including forgeries, and a lack of uniformity.

According to a 2024 survey by iIdentifii, an estimated 93 per cent of mobile banking fraud cases in 2021 were SIM swap – related, while 36 per stemmed from banking app and 264 per cent increase were cases of impersonation attacks recorded in the fist five months of 2022 compared to a similar period a year earlier.

It found that the number of incidents involving SIM swaps rose from 2 686 incidents in 2020 to 4 386 reported in 2021. The SIM swap fraud has negatively impacted trust between mobile users and their mobile providers due to the substantial volume of data in their possession.

This overrides all the usual biometric protections in place, as the victim is forced to use their defining biometrics to log into and drain their own bank account.

Criminals are operating under different syndicates, either targeting specific business owners or conducting attacks that are more opportunistic in nature.

A SIM swap fraud is an identity theft attack, where  criminal tricks your mobile carrier into moving your phone number to a SIM card they control. This lets them intercept your text messages and calls, bypass two-factor authentication (2FA), and break into your bank, email, and social media accounts.

CA’s proposed remedy 

In response to Kenya’s own challenge, the Authority says it was strengthening its regulatory oversight through “enhanced compliance monitoring, engagement with licensees to improve quality of service, intensified consumer awareness initiatives, enforcement of type approval requirements for communications equipment, and collaboration with industry stakeholders to address emerging risks such as SIM swap fraud, digital financial scams and online abuse.”

During the quarter under review, the Authority received 110 complaints relating to Digital Financial Services and Mobile Money, including 86 complaints involving Fraud and Scams.

In addition, complaints relating to fraudulent voice and data communications, cyber-enabled misuse of ICT infrastructure, and online abuse further demonstrate that communications networks continue to be exploited as conduits for financial and cyber-enabled fraud.

“These trends underscore the importance of a coordinated regulatory approach that not only protects consumers but also promotes trust and confidence in Kenya’s digital economy,” said the authority in its report.

The Authority further noted that it will continue to strengthen its regulatory oversight to ensure that innovation is matched by robust consumer protection, industry accountability and resilient communications infrastructure.

“The Authority remains steadfast in its commitment to protecting the interests of consumers, and will continue to prioritize regulatory interventions aimed at improving Quality of Service across communications networks, strengthening safeguards against fraud and cyber-enabled crime, enhancing the security and integrity of SIM registration and replacement processes.”

It said it will promote the use of Type Approved communications equipment, safeguarding consumer data and privacy, and improving service provider responsiveness and accountability.

Takeaway NOTE:

Kenyans lost an estimated KES 491.6 million ($3.8 million) to SIM-swap fraud in 2025, according to the Interpol African Cyberthreat Assessment Report.