Kenyans using the e-Citizen platform are raising concerns over a new Ksh100 charge applied on top of regular service fees.
The increase, first noticed on Wednesday, September 3, has sparked outrage on social media, with users questioning the management of the online government service. Many reported difficulties retrieving invoices and fears of being double-charged.
Previously, the convenience fee covered service costs, but under the new system, it has been split into an e-Citizen access fee and a separate service fee. For example, renewing a smart driving license now costs Ksh3,000, plus a Ksh50 access fee, Ksh50 service fee, and Ksh50 convenience fee, bringing the total to Ksh3,150.
“Tell me why I am paying an extra Ksh100 other than the stated invoice amount? I demand my money be refunded immediately,” a frustrated user posted online.
The controversy coincides with public debate over new e-Citizen payments for Karura Forest, where entrance fees rose from Ksh100 to Ksh166. Chief Conservator of Forests Alex Lemarkoko explained that the increase includes Ksh16 VAT and a convenience fee per transaction.
Lemarkoko offered advice for visitors seeking to reduce costs, noting that the Ksh50 convenience fee can be shared for group payments. “If 20 people came and paid at once, they would only pay once with one Ksh50 transaction,” he said.
The developments underline growing frustration among Kenyans navigating government online services amid rising fees and transaction complexities.
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