You filed your KRA return months ago, expecting that refund. You’ve even mentally spent it—clear that M-Pesa loan, maybe fix the car before the long rains. But your iTax dashboard just says “processing.” Sound familiar? You’re not alone. In Kenya, tax refund delays are a common headache, but they’re often caused by specific, fixable issues.
This guide cuts through the frustration. We’ll explain the real, on-the-ground reasons why your tax refund from KRA is delayed and give you a clear, practical action plan to follow up. No jargon, just steps you can take from your phone today.
Common Reasons Your KRA Refund is Stuck
KRA isn’t just sitting on your money for fun. Delays usually happen because their system flags something for review. Knowing the trigger helps you solve it faster.
1. Errors in Your Return (The Usual Suspect)
A simple typo can land you in the verification queue. The most common mistakes are mismatched figures. Maybe you declared Ksh 450,000 in rental income but your PIN certificate from the agent shows Ksh 500,000. Or your PAYE details from your employer (like those at ABC Bank in Westlands) don’t match what you entered.
KRA’s system automatically compares your data with third-party info—from banks, employers, and suppliers. Any discrepancy means a human officer must now check it, which adds weeks.
2. Missing Supporting Documents
You claimed deductions, but did you upload the proof? KRA needs to see the actual documents. Think about:
- Mortgage interest: A letter from your bank (like HFC or KCB) showing the interest paid for the year.
- Medical expenses: Receipts from hospitals like Nairobi Hospital or Aga Khan, plus NHIF statements.
- Insurance relief: Certificates from your provider (e.g., Britam or Jubilee).
If these aren’t attached in the “Supporting Documents” section of iTax, your refund claim is incomplete.
3. You’re Selected for a Full Audit
This is the big one. KRA uses a risk engine to pick returns for deeper scrutiny. If your refund is large (say, over Ksh 100,000), your business has complex transactions, or you’re in a high-risk sector, chances of an audit are higher.
An audit isn’t a accusation—it’s a verification. But it moves at the speed of government. It involves submitting bank statements, invoices, and contracts for review. This process can take several months, especially if correspondence goes back and forth via the iTax messaging system.
Your Step-by-Step Guide to Follow Up on a Delayed Refund
Don’t just wait. Be proactive. Follow these steps in order, and keep records of everything.
Step 1: Do Your Own iTax Health Check
Before you call anyone, log into iTax. Go to “Returns” > “View Filed Returns.” Check the status. Then, click on the specific return and review every figure. Cross-check with your certificates and receipts.
Next, go to “Notices.” Look for any unseen messages from KRA asking for clarification. They often communicate here, and if you don’t respond, your file gathers digital dust.
Step 2: Use the Official iTax Channel
If you find an error, you can amend the return. If documents are missing, upload them via the “Supporting Documents” tab. Then, send a formal follow-up message through the iTax “Complaints” portal. Be clear: quote your return serial number, the year of income, and state that you have corrected the issue.
This creates an official audit trail. It’s better than a phone call that leaves no record.
Step 3: The Strategic Phone Call or Visit
If iTax yields nothing after 14 days, it’s time to escalate. First, call the KRA call centre (0711 099 999). Have your KRA PIN and return details ready. Be polite but firm. Ask for the specific reason for the delay and the officer’s name or reference number.
If the call centre is a dead end, a physical visit might be necessary. But be smart: don’t just go to Times Tower in Nairobi without a target.
The Kenyan-Specific Move: Visiting Your Tax Services Office (TSO)
Here’s the local tip many don’t know: you are assigned to a specific Tax Services Office (TSO) based on your PIN’s registered address. Going to your designated TSO is far more effective than going to the KRA headquarters.
If your business is registered in Industrial Area, your TSO is likely there. If you’re in Mombasa, go to the Mombasa TSO near Treasury Square. In Nakuru, it’s the Nakuru TSO along Kenyatta Avenue. These smaller offices handle the files for their locality and can often give you a straight answer.
How to find your TSO: Log into iTax, go to “Registration” > “View Certificate.” Your TSO is listed there. Dress formally, go early (before 10 AM to avoid the lunch hour crush), and carry all your documents—printed. Be ready to wait, but you’ll likely get to speak to the actual officer handling your file.
When to Escalate: The Tax Appeals Tribunal & Ombudsman
If months have passed with zero communication or resolution, you have legal recourse. This is for serious delays, typically beyond six months with no valid reason given.
You can file a complaint with the Commission on Administrative Justice (Office of the Ombudsman). They investigate maladministration in public offices, including unreasonable delay. Their process is free and can be initiated online.
For very large, disputed refunds, the final option is the Tax Appeals Tribunal. This is more legalistic and might require a tax agent, but it shows KRA you’re serious. It often prompts a faster settlement before the hearing.
How to Avoid Delays Next Time (Pro Tips)
Prevention is better than cure. Make your next refund smooth with these habits:
- File Early: Don’t wait for the June 30th deadline. File in April or May. The early bird avoids the system overload and gets processed first.
- Reconcile Your Income: Before you file, get your annual bank statements (from Equity, Co-op, etc.) and compare them with your records. Ensure everything matches.
- Scan Everything: Have digital copies of all receipts, certificates, and contracts ready before you start filing. Name the files clearly (e.g., “Jubilee_Insurance_2023_Certificate.pdf”).
- Use a Tax Agent for Complexity: If you have multiple income streams or a large business, a registered tax agent (look for KRA-approved ones) is worth the fee (typically Ksh 5,000-15,000). They know how to navigate the system and avoid flags.
Key Takeaway and Your Next Move
A delayed tax refund from KRA is frustrating, but it’s usually a solvable puzzle. The cause is often a simple mismatch, missing paperwork, or the pace of a manual audit. Your power lies in proactive follow-up: check iTax thoroughly, use the official channels, and if needed, make a strategic visit to your local Tax Services Office with all your documents in hand.
Don’t let your money sit in government coffers when you could be using it. Start with Step 1 today—log into iTax and do that health check. Got a success story or another tip for following up?