Safaricom CEO Peter Ndegwa has refuted claims that the company shared customer data with security agencies during the 2024 Gen Z protests.
Speaking during Power Talk on Citizen TV on Tuesday, May 13, Ndegwa addressed the allegations head-on, stating that while the period came with major lessons, Safaricom did not provide customer locations or personal data to any government body.
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“We do not share data with security agencies, as was alleged. That’s why I say some of these are perceptions, and some are based on how things were reported,” he said, noting that trust and data security remain pillars of Safaricom’s service delivery.
During the mid-2024 protests, Safaricom faced backlash after being accused of facilitating abductions by allegedly handing over user data. The accusations came in the heat of widespread demonstrations organized largely by Gen Z youth, which saw dozens of Kenyans abducted, some later found dead, others reunited with family, while several remain unaccounted for to date.
President William Ruto, while addressing the nation on Monday, claimed all those allegedly abducted had been accounted for, an assertion that drew criticism from human rights activists, who insist that several Kenyans are still missing.
Ndegwa acknowledged that the crisis dented Safaricom’s reputation but insisted the company has been making efforts to re-engage with its customers.
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“Yes, there was a dent in reputation. A lot was reported. Some of it was perception… But we take both the good and the bad,” he said.
He added that Safaricom’s customer base, made up largely of Gen Z and millennials, was central to its operations.
“We’ve started to listen and learn more,” he said, noting the creation of a “Generation Council” to better understand the youth demographic.
At the core of Safaricom’s message, Ndegwa said, is a commitment to offer “a reliable, always-on, safe and secure service,” adding that Safaricom had recently received multiple certifications for safety and security.
“Our trust levels and reputation remain strong,” he concluded.
Last week, Safaricom Kenya reported a profit of Sh 95.5 billion, a remarkable growth from about Sh 84 billion recorded during same time under review in 2024.
