A storm has erupted online after Kenyans flagged new hidden charges on the government’s eCitizen platform, which have left users paying more than the invoiced cost of services.
Taking to social media on Wednesday, September 3, aggrieved citizens lamented that what was previously billed as a single “convenience fee” has now been broken into three separate charges an eCitizen access fee, a service fee, and a convenience fee amounting to an extra Ksh100 per transaction.
For example, renewing a smart driving license costs the standard Ksh3,000. However, users are now required to pay an additional Ksh50 eCitizen access fee, Ksh50 service fee, and Ksh50 convenience fee. This brings the total cost of the transaction to Ksh3,150, sparking frustration from many who complained of being overcharged.
“Tell me why I am paying an extra Ksh100 other than the stated invoice amount? I demand my money be refunded with immediate effect,” one user lamented, noting that in some cases invoices were not retrievable, and others reported instances of double payments.
The controversy comes amid a wider debate on eCitizen’s role in government services, particularly after the Kenya Forest Service (KFS) moved Karura Forest entrance payments to the platform. The change has already raised entrance fees from Ksh100 to Ksh166, due to the mandatory VAT and convenience fee.
Chief Conservator of Forests Alex Lemarkoko defended the increase, explaining that all KFS transactions must be VAT-compliant. “For eCitizen, we have what we call a convenience fee, which is a transaction fee. There are only two increases: the convenience fee and VAT,” he said in a TV interview on Tuesday, September 2.
Lemarkoko, however, advised visitors to manage costs by paying collectively, noting that the Ksh50 convenience fee is charged per transaction. “If 20 people came and paid at once, they would only pay once with one Ksh50 transaction,” he clarified.
Despite the explanation, many Kenyans argue that the new fee structure is both unclear and burdensome, raising fresh concerns about the financial transparency and accountability of the eCitizen platform.
