KRA Corrects Personal Information Following Ombudsman Intervention
The Kenya Revenue Authority (KRA) has finally corrected a taxpayer’s name mismatch in their system following intervention by the Commission.
The applicant, ECW, submitted an application for review to the Commission under Section 14 (1)(h) of the Access to Information Act, 2016, requesting correction of her name on her KRA Pin Certificate to match her National ID Card. She made this request via email dated 20th May, 2025. According to ECW, she had been following up on the issue since September 2024 without success.
“Despite my consistent and genuine efforts to resolve this issue, it remains unresolved and has severely impacted my ability to access essential services, including opening a bank account. I have visited the National Registration Bureau twice, and on both occasions, I was assured that my ID had been successfully updated. I also went to the Huduma Centre’s KRA desk, where I was directed to the Headquarters. I have made several follow-up visits to that office, but each time I am simply told, ‘We will get back to you.’ To further confirm the problem, I recently created an eCitizen account, which reflects my correct and updated name. However, on the iTax portal, my name remains incorrect, and I am still unable to obtain a KRA certificate that matches my national ID. I have fulfilled all required steps on my end and have now exhausted all instructions provided so far. I am therefore requesting your urgent intervention and would appreciate your guidance on the next actionable steps,” she wrote in her appeal for review to the Commission.
In a letter dated 16th June, 2025, the Commission took up the matter with the Director General of KRA.
“The Commission, pursuant to Section 22(3) of the ATI Act, 2016, and Regulation 25(1) of the ATI General Regulations, 2023, hereby notifies you of the application and requests your institutional report or any further relevant information within seven days, to enable appropriate directions regarding the application,” read the letter from the Commission to the DG.
In its response, KRA informed the Commission that the matter had been resolved.
“The Authority acknowledges receipt of your letter. Having reviewed the complaint made by ECW, we confirm that the name mismatch has been corrected in both the Authority’s system and the National Registration Bureau. Consequently, the taxpayer can now access the key services she requires and obtain an accurate KRA certificate,” read the letter to the Commission.
The applicant confirmed the resolution of the complaint in an email to the Commission.
“I am writing to inform you that the issue I raised regarding correction of name details on my KRA Pin Certificate has now been successfully resolved,” she wrote.