Training played a key role in promoting our ethical culture. A total of 97% of our staff completed ethics training, supported by a blend of self-learning and MS Teams sessions. We also implemented ethics-related policy awareness and commitment via our online portal, allowing staff to engage with the material at their own pace.
We hosted two supplier forums and one Content Service Provider (CSP) forum, while maintaining ongoing engagement with our dealers and agents through regular bulletins and SMS broadcasts.
Protecting customer privacy and data is a top priority. We implemented robust privacy and security measures across our operations to ensure that all new products and services adhere to the highest standards of protection. Comprehensive risk assessments were conducted on every new initiative, integrating privacy and security by design, delivering a worry-free experience for our customers.
Training and Awareness:
We trained 98.3% of employees on their data protection roles through e-learning and face-toface sessions. Our multi-faceted training programme also extended to partners, suppliers and agents to ensure alignment on data privacy obligations.
Supplier and Partner Compliance:
Data protection responsibilities for our suppliers, agents and FSI partners (such as banks, saccos and integrators) were reinforced through contractual terms, bulletins and training sessions.
Regulatory Engagement:
We maintained consistent collaboration with the Office of the Data Protection Commissioner (ODPC), resolving four complaints during the year with no negative outcomes.
We are committed to upholding the highest standards of privacy, data protection, and security. We are preparing for ISO 27701 certification for key functions such as customer support, billing, and M-PESA services, having completed an independent readiness assessment. In the coming year, we will continue to enhance our data minimisation initiatives, particularly in M-PESA transactions, aiming to reduce the sharing of full names and phone numbers in payment confirmations to protect customers from unsolicited contact. Our broader goals for 2025 include: