The National Transport and Safety Authority (NTSA) has apologised after Kenyans using the government’s eCitizen portal reported being charged more than the official fees.

The issue surfaced on the morning of September 3 when a user, identifying himself only as Tom, posted on X (formerly Twitter): “eCitizen, tell me why am I paying an extra 100/= other than the stated invoice amount?”

His post quickly drew attention online, prompting an official response from NTSA. “We apologise for this; the eCitizen team is working to resolve the issue. We will alert you as soon as the issue is fixed,” the authority said.

Tom was unsatisfied, demanding an immediate refund. “Ok, I demand be refunded my money with immediate effect,” he wrote in reply.

The eCitizen platform, launched to digitise access to public services, hosts applications and payments for licences, permits, and documents. But in recent months, it has faced growing criticism over additional fees that many users say were not clearly explained.

In December 2024, Treasury Cabinet Secretary Njuguna Ndung’u revised the platform’s charges, scrapping a flat KSh50 transaction fee and replacing it with a sliding scale. Under the new structure, users pay between KSh5 and KSh50, depending on the value of the transaction. For services paid in dollars, the cost was fixed at $1.

The Treasury also allowed room for waivers under special conditions, though no criteria were spelled out.

Supporters of the system argue that the charges are modest and necessary to maintain digital infrastructure. But critics have raised questions about transparency and fairness, particularly when technical errors, like the one flagged on Tuesday, leave users paying more than expected.

Digital rights advocates say the government must strike a balance between improving efficiency and ensuring that citizens are not unfairly burdened. “Small charges add up, and without clarity, they undermine public trust in digital governance,” said one Nairobi-based technology policy analyst.

NTSA has not confirmed how many users were affected or whether refunds will be processed automatically. For now, it has urged Kenyans to remain patient while technical teams investigate.