Safaricom - 2021 Sustainable Business Report

36 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 / STANDING TOGETHER: GOING BEYOND //// OUR MATERIAL TOPICS / OUR STAKEHOLDERS / KPI SUMMARY TYPES OF CASES INVESTIGATED FY20 FY21 Asset misappropriation 9 2 Breach of policy/procedure 3 8 Conflict of interest 9 0 Data privacy 3 22 Neglect of duties 5 0 SIM swap 6 4 Grand total 35 36 COMBATTING FRAUD We have established fraud management squads specialising in analytics, customer awareness and process reviews to drive customer safety through the accelerated use of machine learning and automations, continuous customer fraud awareness and process reviews. The squads have completed three key initiatives: • Targeting irregular subscriber registrations • Focused awareness to customers • A review of the processes followed by SIM selling outlets. ANTI-CORRUPTION MONITORING MEASURES (AS AT YEAR END) OUTCOMES OF CASES INVESTIGATED (AS AT YEAR END) RISK ASSESSMENTS Comprehensive evaluations of range of risks, from operational and strategic to ethical and reputational. FRAUD REVIEWS Conducted on specific areas/ processes suspected of having become compromised. AUDIT REVIEWS In-depth reviews that evaluate specific internal controls and processes. SPECIAL REQUEST REVIEWS Reviews of special areas/ processes requested by management. FY18 11 10 31 3 FY18 FY18 10 43 3 FY19 26 10 21 3 FY19 FY19 0 18 14 FY20 18 10 23 2 FY20 FY20 19 3 16 5 FY21 8 17 17 9 FY21 FY21 28 1 OUTCOMES: FRAUD CASES INVESTIGATED DISCIPLINARY WARNINGS DISMISSALS CASES REPORTED TO LAW ENFORCEMENT AGENCIES 57 30 35 36 * * The number of fraud cases investigated differs from the total of the various outcomes of cases investigated as 4 staff members resigned before the investigations were concluded.