Our Service Delivery
Our promise to you
We commit to deliver superior products and customer experiences that are Simple, Transparent and Honest for you!!
We promise to:
- Be pleasant and professional while interacting with you.
- Create a simple and personalized digital experience.
- Empower you through Self Service.
- Endeavour to provide a reliable, safe, and secure M-PESA experience.
- Attend to you within *5 mins when you interact with us.
- Acknowledge your complaints within 2 hours and respond within 24 hours.
- Provide an 'always on' superior network.
- Be confidential by always upholding your privacy.
- Listen to your views and suggestions to serve you better.
- Acknowledge your requests for further technical intervention and provide resolution time as follows
Services |
Resolution Time |
Services |
Resolution Time |
Voice Services |
24 Hours |
Financial Services (M-PESA Fuliza etc.) |
12 to 168 Hours |
Data Services |
24 to 48 Hours |
Fixed Data |
2 to 120 Hours |
Value Added Services (SKIZA, Bonga, App etc.) |
6 to 72 Hours |
Billing Services |
24 to 48 Hours |
SIM Card |
6 to 72 Hours |
Enterprise Business |
24 to 120 Hours |
You can help us serve you better by providing us with the required information or documentation when you contact us. Giving us your views, suggestions, and feedback.
- Digital services may be affected by device type, query volumes, system latency and technical downtimes outside of Safaricom control.
- Fixed Data Services do not include new Fiber roll out or Last mile connection.
