Safaricom says affected KCPE customers to be refunded in full


Safaricom has announced that the firm contracted to deliver Kenya Certificate of Primary Education (KCPE) results will refund all the affected customers.

In a statement issued yesterday by Safaricom, Joe Ogutu, Safaricom’s Director of Strategy said, “We have instructed Challa Communications to refund all of the affected customers starting this afternoon, targeting those who queried the system more than once, as well as those who may have been billed without receiving any response.”

The statement was issued after a number of customers complained on social media about the 22252 short code used to deliver KCPE results. The firm said its own investigation found that the Short code run by a third party named Challa Communications Limited experienced a technical hitch that saw customers experience delays in receiving results.

That prompted some customers to repeat their query and in the process, they were billed multiple times for each attempt. As a result, a total of 424,011 requests were affected.

Safaricom promised to work with the firm to resolve the issue and any any future technical issues that caused the incident.

Challa Communications is supposed to refund the more than Ksh10 over-billed to Safaricom customers. Challa Communications Limited is licensed by the Communications Authority of Kenya.