Unstructured Supplementary Service Data (USSD) codes have become an integral part of Kenya’s digital landscape, enabling businesses to offer seamless, real-time interactions with their customers. As of 2025, Safaricom, Kenya’s leading telecommunications provider, continues to offer USSD services that empower enterprises to enhance customer engagement and streamline operations.
Understanding USSD Services
USSD technology facilitates interactive, text-based communication between mobile users and service providers without the need for internet connectivity. This makes it an invaluable tool for businesses aiming to reach a broad audience, including those in areas with limited internet access. Common applications of USSD include balance inquiries, service subscriptions, customer feedback, and mobile payments.
Safaricom’s USSD Code Allocation
Safaricom allocates USSD codes within the 2xx, 4xx, 6xx, and 8xx ranges. These codes are essential for businesses seeking to establish a direct and efficient communication channel with their customers.
Application Process for a Safaricom USSD Code
Acquiring a USSD code from Safaricom involves a structured application process to ensure that services are delivered efficiently and securely. Below is a step-by-step guide:
- Complete the Application Forms: Begin by filling out the USSD Code Request Form and the USSD Corporate Application Form. Ensure all details are accurate to prevent processing delays.
- Prepare Supporting Documents: Attach the following to your application:
- CR12 Certificate: A document issued by the Registrar of Companies in Kenya, detailing the company’s directors and shareholders.
- Valid Communications Authority of Kenya (CAK) License: This license authorizes your company to operate telecommunications services.
- Signed Customer Service Provider (CSP) Agreement: This agreement outlines the terms and conditions of the service provision.
- Submission Timeline: Submit your application by 12:00 PM on Monday. Safaricom commits to activating USSD codes by 5:00 PM on Friday of the same week, provided all documentation is complete and accurate.
USSD Service Charges and Fees
Understanding the associated costs is crucial for budgeting and financial planning. Below is a breakdown of the fees as of 2025:
- Initial Setup and Test-Bed Fees:
- Connection Fee: Ksh 118,320 (one-time payment)
- Test-Bed Service: Ksh 118,320 for a 30-day period. If testing extends beyond 30 days, an additional monthly fee of Ksh 20,880 applies.
- Monthly Maintenance Fees:
- Live USSD Code on Post-Pay:
- Deposit: Ksh 34,800
- Monthly Fee: Ksh 34,800
- Customers are not charged to access the code; the business absorbs the cost.
- Live USSD Code on Pre-Pay:
- Deposit: Ksh 34,800
- Monthly Fee: Ksh 34,800
- Customers are charged a transaction fee to access the code.
- Live USSD Code on Post-Pay:
- Session Fees:
- Banking Institutions & SACCOs: Ksh 1 per 180-second session
- General Content & Services: Ksh 1 per 180-second session
Key Considerations
- Payment Terms: All payments, including setup and monthly fees, are required upfront. In cases where a net-off arrangement is preferred, a credit note must accompany the application form.
- Validity and Renewal: The test-bed service is valid for 30 days. To extend beyond this period, ensure timely payment of the renewal fee to avoid service interruptions.
- Customer Charges: For pre-pay tariffs, customers incur a transaction fee when accessing the USSD code. Conversely, with post-pay tariffs, the business covers these charges, offering a free experience for the end-user.
Benefits of Utilizing Safaricom’s USSD Services
Integrating USSD services into your business model offers numerous advantages:
- Broad Accessibility: USSD works on all mobile phones, eliminating the need for internet connectivity and ensuring reach to a wider audience.
- Real-Time Interaction: Facilitates instant communication, enhancing customer engagement and satisfaction.
- Cost-Effectiveness: Compared to other communication channels, USSD is relatively affordable, making it ideal for businesses of all sizes.
- Versatility: Supports a wide range of applications, from simple queries to complex transactions, providing flexibility in service offerings.
Embrace the power of USSD to elevate your business operations and customer interactions. By integrating Safaricom’s USSD services, you can offer seamless, real-time solutions that meet the dynamic needs of your clientele. Begin your application process today by downloading the necessary forms and preparing the required documentation. For further assistance, reach out to Safaricom’s customer support or visit their official website.
