Strengthen Mobile Money Consumer Protection Against Service Downtime Losses
Nearly 1 in 10 (9.8%) mobile money users in Kenya reported losing money to service downtime, indicating a material consumer-protection and regulatory-oversight gap in the country's dominant financial access channel. The survey finds that 9.8% of mobile money users in Kenya reported losing money due to service downtime.
Mobile money users reporting downtime-related losses = 9.8%. Priority score 5.3 out of 10; response tier Prepare.
Situation
In Kenya, priority demand is recorded across National, within the domain of Extension, Advisory & Digital Tools, focusing on Digital financial services / mobile money. Primary beneficiaries include mobile money users in kenya.
Extracted Evidence9.8% of mobile money users reported losing money due to service downtime (2024).
IntelligenceWhen an expressed demand in National is rated Medium with a priority score of 5.3/10 (Prepare tier), the limiting factor is scaling and investment reach. Sustaining action within current perimeters leaves the wider crisis unaddressed. Expanding coordinated response across Government & Public Policy, Non-Governmental Organizations (NGOs) is the strategic imperative.
Demand Signal
This demand is classified as an Derived Demand, formally stated through Central Bank of Kenya (CBK), Kenya National Bureau of Statistics (KNBS), FSD Kenya. It carries signal type(s): Policy Demand. Demand strength is rated Medium. Priority score: 5.3 out of 10. Response tier: Prepare.
Demand Description
Nearly 1 in 10 (9.8%) mobile money users in Kenya reported losing money to service downtime, indicating a material consumer-protection and regulatory-oversight gap in the country's dominant financial access channel. The survey finds that 9.8% of mobile money users in Kenya reported losing money due to service downtime.
Demand Gap
Gap type: Access to Inputs, Finance & Credit Gap.
Nearly 1 in 10 (9.8%) mobile money users in Kenya reported losing money to service downtime, indicating a material consumer-protection and regulatory-oversight gap in the country's dominant financial access channel.
Gap Signal9.8% of mobile money users reported losing money due to service downtime (2024).
Stakeholders and Target Group
| Who expressed | Central Bank of Kenya (CBK), Kenya National Bureau of Statistics (KNBS), FSD Kenya |
|---|---|
| Stakeholder groups | Government & Public Policy, Non-Governmental Organizations (NGOs) |
| Target group | Mobile money users in Kenya |
| Domain | Extension, Advisory & Digital Tools |
| Value chain / sector | Digital financial services / mobile money |
| Impact areas | Livelihoods & Poverty Reduction |
Source
- Document
- 2024 FinAccess Household Survey (Assessment, 2024).
- Organisation
- Central Bank of Kenya (CBK), Kenya National Bureau of Statistics (KNBS), FSD Kenya
- Citation
- Central Bank of Kenya, KNBS, FSD Kenya. 2024. 2024 FinAccess Household Survey. Read the primary source