Dar es Salaam. Worries are increasing about the safety and confidentiality of clients at mobile money agent locations in Dar es Salaam, where high-value cash deals frequently take place openly. Specialists recommend that agents undergo instruction in fundamental security practices when delivering financial services, specifically concerning how to manage client transactions. Such education must highlight the significance of never asking for a client’s personal identification number (PIN) and guaranteeing that services are delivered in a confidential and safe setting.
The Bank of Tanzania (BoT) mentioned that the main objective behind authorizing financial service agents is to enhance financial accessibility, allowing more Tanzanians—particularly those living in less served and distant regions—to obtain financial assistance without directly depending on conventional banks.
However, authorities indicated that upholding secrecy also involves personal accountability because consumers possess the right to select which agents they utilize and where they perform their dealings.
BoT licenses agents across multiple classifications to ensure widespread availability of electronic monetary services, intending to render them cheaper, safer, and broadly accessible.
A random inspection conducted by The Citizen at agency stores located in bustling zones like Kariakoo, Mwenge, Mbezi Luis, and Ubungo found packed environments where people stood close together, facilitating others hearing conversations. At times, individuals could be overheard demanding withdrawals ranging from Sh100,000 to Sh1 million, drawing attention from passersby.
Mobile money agencies admitted encountering difficulties in safeguarding privacy inside compact, overcrowded premises. “We mostly function in shared spots with minimal space. We can’t stop anyone from listening,” remarked Upendo Uwoya, an agent based in Mbezi Luis.
Despite the quick expansion of mobile money branches in both city and country settings, these entities remain primarily left out of recognized safety efforts. Although banks and ATMs usually come fitted with monitoring devices, armed personnel, and strengthened counters, agents who deal with millions of shillings everyday generally work without even elementary protections.
Analysts have noticed that though mobile money significantly enhanced financial participation in Tanzania, securing consumer protection still presents major obstacles needing cooperation amongst agents, supervisors, service suppliers, and citizens.
According to the FinScope Tanzania 2023 study, formal financial involvement increased from 65% in 2017 to 76% in 2023. As per the Tanzania Communications Regulatory Authority (TCRA), by June 2025, mobile money accounts had hit 68 million, surpassing 442 million overall transactions.
In a comment directed toward The Citizen, BoT Director Emmanuel Tutuba reported that utilization of mobile money keeps rising quickly, with Tanzania striving to equal nations like Malaysia, known for notable progress in digital economic inclusiveness. He emphasized that granting all Tanzanians access to online financial facilities stays a key concern.
“There are many kinds of agents, and we do not impose restrictions on where they may run operations since each caters to clients at varying transaction tiers,” he explained. “Thus, discretion falls upon the person.”
Typically, one wouldn’t retrieve substantial funds in unsafe surroundings. We’ve imposed a withdrawal or transfer cap of Sh10 million via an agent and implemented steps to shield patrons during conflicts.”
Mr Tutuba further noted that numerous projects are being executed to broaden access to digital financial offerings, including launching the Tanzania Instant Payment System (TIPS).
Speaking on this matter, Mr Rashid Aziz, a professor specializing in banking and finance at Ardhi University, pointed out that insufficient knowledge causes certain buyers to reveal their PINs or dispatch kids to gather payments instead.
He suggested that agents should learn crucial security competencies, covering managing lines to avoid interception, careful processing of exchanges, identifying internet-based deception.
Also, he advocated for teaching customer support abilities such as courteous interaction, attentive listening, and giving precise directions while addressing grievances.
“Ensuring the secrecy and well-being of mobile money users needs equivalent focus as seen in bank and ATM defense frameworks,” he asserted.
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