NAIROBI, Kenya – In a bitter-sweet milestone for Kenya’s telecommunications giant, Safaricom crossed the 50 million customer mark just as rival Airtel Kenya posted explosive growth numbers that industry insiders say may be linked to growing public distrust over alleged government surveillance activities.
While Safaricom celebrated reaching 50 million subscribers ahead of its 25th anniversary in October, the achievement comes against a backdrop of mounting concerns about telecommunications companies’ role in what human rights groups describe as unprecedented state surveillance and abductions of government critics.
Airtel’s Spectacular Growth Amid Surveillance Fears
The timing couldn’t be more striking. As Safaricom announced its milestone, recent data from the Communications Authority of Kenya revealed that Airtel Kenya amassed a staggering 3.01 million new subscribers in just three months, crossing 24 million customers for the first time – a 13.95% jump that far outpaced Safaricom’s more modest 3.6% growth during the same period.
“We are deeply humbled by the support of over 24 million customers who continue to believe in us,” said Airtel Kenya Managing Director Ashish Malhotra, though he stopped short of addressing whether surveillance concerns had driven customers to his network.
Dark Cloud Over Celebrations
Safaricom’s celebration occurs as Kenya faces what the Kenya National Commission on Human Rights calls a “worrying pattern of abductions” targeting government critics. Since mid-2024, there have been 82 cases of abductions and enforced disappearances with 29 people still missing, according to KNCHR, with “those abducted being vocal dissidents.”
The telecommunications sector has found itself under intense scrutiny following investigations that revealed troubling surveillance practices. An investigation by the Nation newspaper has provoked the ire of Safaricom, with the telecom operator pressuring the media house through threats of lawsuits and suspension of advertising contracts.
Privacy International’s investigations have painted “a damning picture of how anti-terrorism agencies are so immersed within the system that operators have ‘little to no knowledge’ of the interception taking place within their networks.”
The Surveillance Apparatus
Reports suggest that Kenya’s National Intelligence Service (NIS) “operates outside of legal frameworks to surveil individuals” and “uses pressure to obtain information from private telecommunications operators.” Previous investigations found that out of five internet providers investigated, “only Safaricom was found to be using the middlebox for network tampering.”
These revelations have coincided with mysterious disappearances of young activists and critics, with reports of masked men abducting individuals like 24-year-old agriculture student Gideon Kibet on Christmas Eve.
Public Outcry
The abductions have sparked massive public outcry, and nationwide protests, citing the abductions as a key reason for their mobilization. Kenyans have gathered in Nairobi to protest against the alleged abduction or disappearance of those critical of President William Ruto and his government.
While Safaricom CEO Peter Ndegwa emphasized that “over 50 million Kenyans have placed their trust in us,” industry observers note that Airtel’s explosive growth may reflect a shifting landscape where privacy concerns influence consumer choices.
The contrast is stark: Safaricom’s growth from 17,000 customers in 2000 to 50 million today represents Kenya’s digital transformation, but it now faces questions about its role in what critics call a surveillance state.
Safaricom has disputed surveillance claims, saying it “retains a deep respect and commitment to ensuring our customer data remains secure and private,” though privacy advocates remain skeptical given the mounting evidence of telecommunications sector involvement in government monitoring.
As Safaricom approaches its 25th anniversary with promises to focus on “personalized experiences, next-gen infrastructure and digital inclusion,” the company must navigate growing public skepticism about data privacy and government surveillance.
With at least 26 people still missing according to human rights organizations and calls for accountability growing louder, Kenya’s telecommunications landscape may be reshaping as consumers increasingly factor privacy concerns into their carrier choices.
The question remains whether Safaricom’s celebration of 50 million customers masks a deeper crisis of public trust that could benefit competitors like Airtel in the months ahead.
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