Safaricom: We do not share customer data with police, unless…

Telco giant Safaricom has stated that it shares customer data with law enforcement authorities only when explicitly required by a court order.

Safaricom's statement follows a Daily Nation exposé alleging that telecommunications agencies grant unrestrained access to sensitive customer data, including Call Data Records (CDRs), for security agencies, which they then use to track down suspected criminals, thereby violating users' right to privacy.

In its rejoinder on Thursday Safaricom underscored that it respects its customers' privacy and adheres strictly to the country’s data protection laws.

"As such we do not share any customer data unless explicitly required of us via a court order," said Safaricom.

Furthermore, Safaricom emphasized that CDRs do not offer real-time location or movement information about customers. At the same time, the company stated that it has had a Fraud Management System (FMS) in place for over a decade to prevent third-party access to sensitive customer data.

"For information purposes, a customer’s Call Data Record (CDR) does not show any live location and movements of customers but is generated after a call is terminated and for text messages once they are sent or received and this is for purposes of billing only," the telco said.

"In July 2012, Safaricom onboarded Neural Technologies to implement a Fraud Management System (FMS) on all our business lines, including our mobile money system. Neural Technologies is a global brand operating in over 30 countries providing support to telcos and utility companies to prevent and detect fraud with no third-party access."

Additionally, Safaricom cited its recent ISO 27701 Privacy Information Management System (PIMS) certification by the British Standards Institute (BIS) as evidence for its adherence to data privacy laws and policies.

"This is the highest certification an organisation can attain in management of privacy information systems, as a data controller or processor, a testament to our commitment to preserve our customer privacy and provide a worry-free experience on our network," the telco said.

"We would like to reassure our customers that we have always been transparent and honest in how we engage with our stakeholders, and we will continue to do so in order to maintain the trust that we have built over the years."