Vodacom links customer safety to business expansion
DAR ES SALAAM: VODACOM Tanzania has strengthened protection as a key part of its digital financial services strategy, seeking to safeguard money and personal information while maintaining customer trust amid continued mobilemoney fraud risks.
The focus comes during Customer Service Week 2026, running from October 5 to 9, as competition in Tanzania’s digital services market increases the importance of secure and reliable transactions.
According to the Tanzania Communications Regulatory Authority (TCRA), the country had 87 million mobile money accounts by June this year, while 7,334 fraud attempts were recorded during the quarter.
Although fraud attempts declined by 25.29 per cent from the previous quarter, the figures highlight the risks that can affect customer confidence and the wider growth of digital financial services.
Vodacom Tanzania Director of Customer Operations Ms Harriet Lwakatare said customer trust placed a responsibility on the company to strengthen security while educating customers on how to protect themselves.
“Our customers trust us with some of the most important things in their daily lives, including their money and personal information,” she said.
Ms Lwakatare said SIM registration and replacement required fingerprint verification against National Identification Authority (NIDA) records, with SIM replacements not permitted on behalf of another person.
Customer Care also verifies account ownership before providing assistance, while customers are repeatedly advised not to disclose their M-PESA personal identification numbers, including to Vodacom employees.
The company’s fraud team works with customers to trace telephone numbers or email addresses linked to reported fraud and, where necessary, collaborates with the Police to support investigations and legal action.Vodacom urged customers to report suspected fraud promptly, saying early reporting could improve efforts to trace fraudulent activity and protect affected accounts.
