By Monica Nashon
The Kenya Revenue Authority (KRA) has pledged to simplify its tax processes.
This follows concerns from small-scale traders who say the current online system is difficult to navigate and excludes those with limited digital skills.
Speaking during a taxpayer engagement forum at a hotel on the outskirts of Kisii town on Tuesday, Commissioner for Micro and Small Taxpayers George Obell said the authority is shifting toward a more service-oriented approach to strengthen voluntary compliance.
The meeting brought together micro and small-scale traders from Kisii and surrounding areas as part of a wider Western region outreach programme that will also cover Kisumu and Bungoma.
According to Obell, the forum was designed to gather feedback, outline planned reforms, and enhance collaboration between KRA and business owners.
Traders openly expressed frustrations with the online filing system.
One participant, Wahome, questioned whether KRA assumes all taxpayers have formal education and strong mathematical skills.
“You have assumed that we all went to school to learn how to do KRA. When you go to the KRA page, the first question is an arithmetic question. Are you assuming all of us know mathematics?” he asked.
Deputy Commissioner for Policy and Tax Advisory Esther Wahome further raised concerns about internet accessibility, noting that some traders lack consistent access to online services.
She challenged the authority to reflect on whether a complicated system discourages compliance instead of encouraging it.
In response, Obell acknowledged the concerns and said KRA has introduced simplified solutions aimed at making compliance easier for small businesses.
These include enhanced use of the electronic Tax Invoice Management System (eTIMS), streamlined daily payment options, and expanded access through the USSD code *222# and web-based platforms.
“We are moving towards a service-oriented approach to help taxpayers understand and meet their obligations on time,” Obell emphasized.
He added that automation within KRA systems ensures uniform standards for all taxpayers, with sales and expenses validated electronically.
However, penalties and interest remain in force for those who fail to comply.
Obell also dismissed claims circulating on social media that the authority was spending Sh1.1 billion to rebrand from KRA to KRS, terming the reports unfounded and reiterating that the agency’s focus remains on service delivery and revenue collection.