Kenya launches WhatsApp chatbot to simplify tax filing for millions

The Kenya Revenue Authority has introduced a WhatsApp-based chatbot targeting up to 22.6 million potential taxpayers as part of a broader strategy to boost compliance and simplify the tax filing process.

The chatbot, dubbed Shuru, allows Kenyans to file tax returns, make payments, and access compliance certificates directly through WhatsApp. This eliminates the need to download new applications or navigate complex web portals.

According to KRA, the platform addresses long-standing concerns among Kenyans about the complexity of filing returns by making the process more straightforward and supportive.

“Filing your taxes just got easier. We have introduced simpler ways for you to file, and the biggest update is this: you can now file through WhatsApp,” KRA explained in a statement on its social media pages.

“No new apps. No extra steps. Just open WhatsApp and get it done. For many people, filing is not hard because it is complicated. It is hard because it feels like a process, logging in, resetting passwords, figuring out forms, starting, stopping, and coming back later.” The body added.

How the WhatsApp chatbox works

Users can start a chat on the official number 0711099999 to access their pre-filled taxpayer details from the Kenya Revenue Authority via the chatbot.

Once activated, Shuru offers a range of services, including tax payments, return filing, eTIMS services, applications for tax compliance certificates, PIN checks, and the option to speak with a KRA representative.

To proceed, users are required to provide their national ID and KRA PIN, after which a one-time password is sent to their registered mobile number for verification. This process enables secure access to pre-filled data and available services.

The system now features pre-filled returns where possible, more guided filing processes, and integrated support directly on WhatsApp. Everything is designed to help taxpayers complete their filing more easily, with less back-and-forth.

Similar read: LIRS extends tax filing deadline to April 14

“You no longer need to be an expert to file; all you need to do is get started,” KRA added. “This is about making tax filing fit into your day, not disrupt it.”

Digitalisation boosts revenue collection

The WhatsApp chatbot launch coincides with KRA’s report that both the number of tax returns filed and revenue collection have increased following digitalisation efforts.

The chatbot is part of a broader change-management strategy ahead of an anticipated KRA rebrand. This signals the authority’s commitment to leveraging technology to improve the taxpayer experience and compliance.

Maurice Oray, the deputy commissioner for corporate tax policy, explained that while the authority has enhanced its procedures to detect tax fraud through advanced tracking technologies, it has not blocked nil filings. However, nil returns filers will face increased scrutiny under the new system.

The tax authority has deployed advanced technologies to track financial flows and transactions across multiple accounts in a bid to detect tax fraud and improve compliance amongst Kenya’s growing taxpayer base.

The move positions Kenya amongst African countries adopting mobile-first approaches to tax administration. Therefore, recognising that WhatsApp’s widespread adoption makes it an ideal platform for reaching millions of taxpayers who may find traditional web-based systems cumbersome or inaccessible.

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