Safaricom has defended its Tunukiwa offers in response to customer feedback on X, with users questioning the consistency of bundle placement within the service.

The telecom operator said the bundles are designed to be dynamic and personalised rather than fixed menu options.

The response came after user @Mzeemoja_ complained that a frequently purchased bundle no longer appeared among the first options.

The user questioned why a regularly used package had been moved lower in the list, saying the change made it harder to access quickly on the platform.

“@SafaricomPLC. Mnaona mtu amekuwa akinunua a specific package for sometime, halafu badala ya muiweke among the first options ndio aweze ku purchase haraka mnaificha ndio ashinde akiitafuta? Pateni akili,”the user posted.

Safaricom response on Tunukiwa system

Safaricom responded by explaining that Tunukiwa offers are personalised and dynamic, and that they change from time to time depending on user behaviour and system updates.

“Hello, we appreciate your feedback; however, the Tunukiwa offers are personalised, dynamic and keep changing from time to time,” responded the telco on X.

The explanation points to a usage-based model that adjusts offers depending on customer behaviour, including data consumption, voice usage, and SMS patterns. The company said the system is designed to generate individualised bundle options that may differ from one subscriber to another and change frequently over time.

Tunukiwa bundle structure and access

Tunukiwa, accessible through *444# or the MySafaricom App, provides personalised offers across data, voice, airtime, and SMS services. Unlike standard bundles, the offers are generated dynamically based on real-time user activity and network analytics.

Typical offers on the platform include short-term and long-term bundles such as Ksh50 for 1.5GB (3 hours), Ksh39 for 150MB PUBG plus free 150MB (24 hours), Ksh100 for 2GB plus free Google Maps access (24 hours), Ksh1,000 for 15GB (30 days), and voice packages such as Ksh20 for 45 minutes (3 hours).

These offers vary per user and may change frequently depending on usage patterns.

Broader Safaricom bundle ecosystem

The Tunukiwa service operates alongside other bundle categories available through Safaricom’s platforms, including *544# and the MySafaricom App.

These include no-expiry data bundles, daily, weekly, and monthly plans, as well as all-in-one packages combining data, voice, and SMS. Some packages also include promotional additions such as free WhatsApp access.

Recent updates to the broader bundle structure have increased allocations in selected plans, including enhanced all-in-one packages offering additional data, minutes, and SMS validity options. The company maintains that the Tunukiwa model is intended to complement standard bundles by offering personalised value based on individual usage trends.