Kenyan taxpayers have reported a growing frustration after the Kenya Revenue Authority (KRA) reportedly disabled its live chat platform.
The service disruption, which has been in effect since last week, has led many to question the agency’s commitment to providing efficient and accessible support.
While KRA has yet to release an official statement regarding the situation, the change has reportedly left taxpayers with fewer options for resolving issues or seeking assistance.
Previously, the live chat feature served as a crucial tool for taxpayers, enabling them to resolve inquiries quickly and conveniently from their homes or offices but now, the platform shows an error message.
“We’re sorry, chat is currently unavailable. Chat hours are listed below: Monday - Friday: 08:00 AM - 05:00 PM EAT. Saturday - Sunday: Closed. It is currently a holiday. It is currently Monday, Apr 28, 2025 08:55 AM EAT.” Taxpayers express frustration as KRA disables its live chat service, with many fearing the return of extortion and inefficiency in tax-related services.
With the deactivation of this service, many taxpayers are now left with limited avenues for seeking support.
Social media has emerged as an alternative, but the response times remain inconsistent, leaving some taxpayers to resort to in-person visits. "Good morning Cyprian. The Kenya Revenue Authority (KRA) has disabled its live chat platform since Good Friday and offers minimal support on social media. This change appears designed to foster corruption as taxpayers must now seek KRA services in person where extortion is reportedly common. Please ask them what the issue is and why such a crucial service is no longer available to the public," one concerned individual wrote to us on Monday. The suspension of the live chat service has only deepened frustrations, with many taxpayers now fearing a return to an era where bribery and corruption thrive at public service points.
The government agency, already known for its inefficiency, is once again creating the perfect breeding ground for extortion.