Whether it is a stolen phone or a lost ID, the first step is almost always the same: report it to the police and get a record of the report.
In an emergency
Call 999 or 112 from any phone. The Kenya Red Cross emergency line is 1199.
Reporting at a police station
- Go to the police station covering the area where it happened.
- Report what happened at the desk. It is written in the Occurrence Book, and you are given an OB number. Write it down: everything that follows refers to it.
- Ask for a police abstract if you need proof of the report - for a lost ID, passport or phone, or for an insurance claim.
A police abstract is free. Abstracts for lost documents can also be applied for online through the police service’s portal. You should never have to pay to make a report.
If you have been assaulted
Get medical care first. For a criminal case, the police issue a P3 form, which a doctor completes to record the injuries. It is free. Keep copies of all medical records.
Replacing lost documents
| Lost | What to do |
|---|---|
| National ID | Report it and get an abstract, then apply for a replacement at a registration office or Huduma Centre |
| Kenyan passport | Report it, then apply for a replacement through the immigration service on eCitizen |
| Foreign passport | Report it, get an abstract, and contact your embassy for an emergency travel document; then ask immigration about your permit or visa stamp |
| Foreigner certificate | Report it and apply for a replacement through the Directorate of Immigration Services |
| Phone or SIM | Call your network to block the SIM, then replace it at a shop with your ID. See Phones and SIM cards |
| Bank card | Block it immediately in your bank app or by calling the bank |
| Driving licence | Report it, then apply for a replacement through NTSA on eCitizen |
Other help
- Gender-based violence: the national helpline is 1195, free and confidential.
- Children at risk: Childline Kenya is 116.
- Foreigners: your embassy can help with lawyers, doctors and contacting family.
Complaints about the police
If you are asked for money, refused a report, or mistreated, you can complain to the Independent Policing Oversight Authority (IPOA).