The Kenya Revenue Authority (KRA) Contact Center is the lifeline for millions of Kenyan taxpayers seeking assistance with tax-related queries. As Kenya’s tax system becomes increasingly digital in 2025, the Contact Center remains vital for compliance, addressing complaints, and accessing services. With the June 30, 2025, deadline for 2024 income tax returns approaching, knowing how to connect with KRA efficiently can save time and prevent penalties.
What is the KRA Contact Center?
The KRA Contact Center is a centralized customer service hub assisting taxpayers with inquiries, complaints, and technical support. Established under the Kenya Revenue Authority Act of 1995, it supports KRA’s mandate to collect government revenue.
Key Functions
- Query resolution for tax obligations and deadlines.
- Technical support for iTax and eTIMS.
- Complaint handling and fraud reporting.
- Information on policies like the 2024/2025 Tax Amnesty.
Why Contact the KRA Contact Center?
- Clarify deadlines (e.g., June 30, 2025, for returns).
- Resolve iTax login or OTP issues.
- Avoid penalties (KSh 2,000 for late filings).
- Retrieve PINs or report scams.
KRA Contact Center Channels in 2025
1. Telephone and Mobile Contact
- Numbers: +254 20 4 999 999, +254 711 099 999, +254 20 499 9999
- eTIMS Support: +254 709 017 719, +254 709 012 729
- Hours: Monday–Friday, 8:00 AM–5:00 PM, extended in June 2025.
2. Email Support
- General: callcentre@kra.go.ke
- Complaints: cic@kra.go.ke
- eTIMS: timsupport@kra.go.ke
- Fraud: investigations@kra.go.ke
3. Social Media
- X: @KRACare
- Facebook: Kenya Revenue Authority
- WhatsApp: +254 711 099 999
4. Physical Offices
- Headquarters: Times Tower, Nairobi, Tel: +254 20 281 0000
- Regional: Mombasa, Kisumu, Nakuru, Thika
- Huduma Centres: Nationwide
5. KRA M-Service App
- Access support via the “Help” section on Android/iOS.
6. Postal and Fax
- Address: P.O. Box 48240–00100, Nairobi
- Fax: +254 20 341 342 (Nairobi), +254 41 231 2256 (Mombasa)
How to Use the KRA Contact Center Effectively
- Prepare PIN, ID, and documents.
- Choose urgent (call/X) or formal (email/office) channels.
- Be specific with issues.
- Escalate to cic@kra.go.ke if unresolved.
- Record interactions.
Common Issues Handled
- iTax login, OTP, or filing errors.
- PIN retrieval or profile updates.
- Guidance on returns, payments, or amnesty.
- eTIMS compliance and scam reporting.
Troubleshooting Challenges
- Long Waits: Call early or use X DMs.
- Unresponsive Emails: Resend after 48 hours or escalate.
- Outdated Contacts: Update at KRA offices.
- Outages: Check @KRACare for updates.
Recent Developments in 2025
- Extended hours during filing season.
- eTIMS support desk.
- Tax Amnesty assistance.
- Enhanced @KRACare responsiveness.
- M-Service App upgrades.
Avoiding Scams
- Use verified contacts (callcentre@kra.go.ke, @KRACare).
- Check email domains (no-reply@kra.go.ke).
- Report paid services to investigations@kra.go.ke.
Best Practices
- Contact early (January–May 2025).
- Use multiple channels.
- Keep records and stay updated via @KRACare.
Why the Contact Center Matters
- Ensures accessibility and compliance.
- Reduces penalties (953,971 late filers in 2024).
- Promotes transparency and economic growth.
The KRA Contact Center in 2025 is essential for tax compliance, offering robust support channels. Engage early, use official contacts, and stay informed to meet the June 30, 2025, deadline and contribute to Kenya’s tax system.
