In a digital-first world, staying connected is no longer a luxury—it’s a necessity. But for Veronica Mumbua, a former employee at iSON Xperiences working under the M-KOPA campaign, a simple act of charging her phone at work became the reason for her sudden termination. Her story is now raising urgent questions about labour rights, fair treatment, and dignity at work in Kenya’s growing Business Process Outsourcing (BPO) sector.
A Trusted Worker, Abruptly Dismissed
Veronica had been with iSON Xperiences for over a year, diligently working under renewable 3-month contracts. The company’s offices; once situated along Mombasa Road and now relocated to the Standard Chartered Building in Westlands, Nairobi; were where she showed up day after day, performing her duties with dedication.
But one morning, everything changed.
Her salary was already five days late. She had no electricity at home. And she was expecting an urgent call from her mother. With her phone battery critically low, Veronica decided to do something we all consider normal—she decided to c her phone into the wall socket at work.
There was indeed a policy in place: personal phones were not to be charged at work. However, there was no indication of malicious intent. She wasn’t on TikTok or Instagram. She and her colleague weren’t scrolling endlessly. They were simply trying to remain reachable—just in case.
Instead of understanding or a verbal warning, what followed was harsh and abrupt:
- Her phone charger was confiscated.
- A disciplinary hearing was scheduled.
- Nine days later, she was terminated—with no formal written warning.
No Pay. No Closure.
As of today, Veronica has not received her final pay. She has also not been compensated for her accrued leave days. Promises have come and gone: “June 15th,” then “July 10th”… and now just vague statements about “next week.” Months later, she’s still waiting.
This isn’t just a case of policy enforcement. It’s a case of corporate indifference, a failure of leadership, and a betrayal of workplace decency.
Why This Matters: BPO Growth Must Include Worker Rights
Kenya’s BPO sector has seen rapid growth over the past decade, positioning itself as a hub for outsourcing and tech-enabled services. Companies like iSON Xperiences play a major role in this ecosystem, providing thousands of young Kenyans with jobs. But growth without dignity is exploitation.
Workplace policies must be fair, humane, and consistently applied. Employers must show empathy and flexibility—especially when workers are navigating difficult financial situations. It is not just about rules, but the spirit of leadership and respect for human dignity.
Read: Intellectual Property Dispute Resolution in Kenya
A Call to Action
The case of Veronica Mumbua is not isolated. It reflects a larger issue in Kenya’s BPO and tech industry—where short-term contracts, unclear policies, and rigid management practices often silence workers. For Kenya to build a global reputation as a fair and just outsourcing destination, we must demand:
- Immediate payment of all dues owed to Veronica, including salary and leave benefits.
- A transparent review of disciplinary procedures at iSON Xperiences.
- Clear communication of workplace policies, implemented with empathy.
- Protection for contract workers who are often vulnerable to unfair dismissal.
Final Thoughts
Charging a phone should never cost anyone their livelihood. As we push for digital transformation and tech-enabled jobs in Africa, we must also commit to building ethical workplaces—places where humanity, not just productivity, thrives.
Veronica’s story is a stark reminder that labour rights are human rights. And those rights begin with dignity, empathy, and accountability at work.
