Business
Kenya Deploys WhatsApp for Tax Filing
Phathisani Moyo
Kenya has launched a WhatsApp-based tax filing platform to simplifying compliance and onboard millions of new taxpayers into the system.
The initiative, introduced by the Kenya Revenue Authority (KRA), allows users to file their tax returns through a chatbot on WhatsApp, cutting the process from eight steps to just three.
KRA Commissioner-General, Humphrey Wattanga, described the platform as a “game-changer” designed to meet taxpayers on familiar digital platforms while improving ease of use.
KRA commissioner general Humphrey Wattanga (centre) has described the new WhatsApp-based tax filing platform as a game-changer in simplifying compliance and expanding Kenya’s tax base
According to him, the system is expected to drive compliance, particularly among young people and those operating in the informal sector.
The chatbot functions like a guided conversation. Users initiate a chat with a verified KRA number, select the type of return they want to file, and verify their identity using their KRA PIN. Once authenticated, the system automatically retrieves pre-filled tax data, including income and statutory deductions.
Taxpayers are then prompted to review, confirm or edit the information before submission, reducing the need for repetitive data entry. The platform also provides real-time responses to user inquiries, eliminating the need for physical visits or call centre support.
Officials say the innovation addresses one of the key barriers to tax compliance — complexity. With the new system, users no longer need advanced knowledge to complete their filings.
Kenya’s tax system currently faces a significant compliance gap. While over 22 million taxpayers are registered, only about 7 million actively file returns.
The government is betting that integrating tax services into widely used digital platforms will encourage more participation and improve revenue generation.
The move reflects a broader trend across Africa, where countries are increasingly adopting digital tools to modernise tax administration.
In Nigeria, the Federal Inland Revenue Service has also rolled out digital platforms to enhance tax collection, while South Africa and Rwanda continue to expand their e-filing and mobile-based systems.
With the new WhatsApp platform, Kenya positions itself among African countries leveraging technology to deepen tax compliance and streamline public service delivery.
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Governance expert Joe Abah has confirmed he received a full refund of his flight ticket from United Nigeria Airlines after a six-hour flight delay.
Mr Abah disclosed that the airline refunded his ticket within 12 hours of his request and offered him a 50 per cent discount on a future flight for four months.
In a post on X on Thursday, Mr Abah said the airline has apologised, refunded his money, and offered compensation following the disruption to his Enugu-Abuja journey.
“I can confirm that I have now received a full refund from @flyunitedng and that the refund came within 12 hours of my making the request,” he wrote.
“They also offered compensation of 50 per cent off a future flight for the next four months. They have thus apologised, offered compensation, and speedily refunded my money. These are good remedial steps,” he added.
PREMIUM TIMES reported on Wednesday that United Nigeria Airlines apologised to Mr Abah over the delay, acknowledging that its communication and follow-up with affected passengers fell below expectations after he called out the airline on X and questioned its handling of the disruption.
Mr Abah had said his flight, scheduled to depart Enugu for Abuja at 8:30 a.m. on Tuesday, was delayed until 3 p.m., prompting him to demand an immediate refund and question the airline’s explanation.
United Nigeria Airlines, in its response, said its aircraft encountered worsening weather conditions while approaching Akanu Ibiam International Airport, Enugu, forcing it to divert to Anambra in line with safety procedures.
The airline said weather conditions can vary across routes and airports and change quickly, explaining why other aircraft might land while its own could not.
It also acknowledged that keeping passengers adequately informed remains its responsibility, even though weather-related disruptions are sometimes beyond its control.
Following the airline’s response, Mr Abah demanded an immediate refund after purchasing another airline ticket to complete his journey.
The airline subsequently asked him to submit a refund request through its official website, promising immediate processing rather than the usual seven working days.
READ ALSO: Nigerian airline removes passenger after threat to ‘burn down’ aircraft
Mr Abah’s latest confirmation indicates the refund was completed within 12 hours of his request.
The development resolves the refund dispute and highlights how public complaints draw attention to passenger concerns over flight delays, communication, and refund procedures among domestic airlines.
Nigeria’s Civil Aviation Regulations contain consumer protection provisions covering flight delays, cancellations, passenger assistance and compensation in qualifying circumstances.
The NCAA advises passengers to first lodge complaints with airlines and escalate unresolved cases to its Consumer Protection Department.
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