Last Updated on April 23, 2026 by courtnews reporter

Victor Odhiambo Sues Safaricom Over AI Use in Customer Services and Financial Decisions

Updated: April 23, 2026, 7:46 PM EAT | CourtNews Kenya

Quick Summary

• Petitioner: Victor Odhiambo

• Company: Safaricom PLC

• Issue: Use of AI systems in customer services

• Claims: Violation of constitutional rights

• Affected users: Over 46 million customers

• Status: Case filed in court

A Kenyan petitioner, Victor Odhiambo, has filed a lawsuit against Safaricom PLC, challenging the company’s use of artificial intelligence (AI) systems in customer-facing services.

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Petition Challenges AI Use

In the petition, Victor Odhiambo argues that Safaricom’s AI systems operate without sufficient transparency or human oversight.

He claims the systems violate:

• Article 31 (Right to Privacy)

• Article 46 (Consumer Rights)

• Article 47 (Fair Administrative Action)

Concerns Over Automated Decision-Making

The petitioner argues that AI systems used by Safaricom PLC affect:

• Customer service interactions

• Financial decision-making

• Dispute resolution processes

He says these systems may:

• Produce unfair or discriminatory outcomes

• Deny consumers meaningful explanations

• Limit access to human review

Demands Filed in Court

Victor Odhiambo is seeking several court orders, including:

• A compliance report on all AI systems affecting consumers

• Transparency notices explaining how automated systems work

• Establishment of human review mechanisms

• Disclosure of criteria used in credit decisions such as Fuliza

Call for Regulatory Oversight

The petition also seeks involvement of:

• Communications Authority of Kenya

• Competition Authority of Kenya

to ensure AI systems comply with consumer protection standards.

Concerns Over M-PESA and Zuri AI

The case highlights Safaricom’s AI-driven platforms, including:

• M-PESA handling millions of transactions

• Zuri AI used in customer care

The petitioner argues that these systems:

• Flag transactions without clear explanations

• Limit access to human support

• Affect consumer rights

What Happens Next

The court will determine whether:

• Safaricom’s AI systems violate constitutional rights

• Additional safeguards are required

• Regulatory oversight should be strengthened

Frequently Asked Questions

Who is Victor Odhiambo?

Victor Odhiambo is the petitioner challenging Safaricom’s AI systems.

What is the case about?

It challenges the use of AI in customer service and financial decisions.

Which company is involved?

The case involves Safaricom PLC.

Why is this important?

It could shape how AI is regulated in Kenya.

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