SHA Complaints: How to File a Complaint That Gets Results
If a SHA service has gone wrong, you can lodge a complaint with SHA directly. This guide sets out where to lodge SHA complaints, what to prepare, the order to raise them in, and how to escalate if the first answer does not resolve the problem. It also covers the issues people complain about most: high contributions, hospital refusals, inactive status and missing dependants.
Raise the complaint first with management at your SHA branch or at SHA headquarters on Ragati Road, Nairobi, in writing, and keep a dated receipt. If it is not resolved, escalate to the tribunal set up for SHA complaints. For a quick start, call the toll-free line 0800 720 601 or the 24-hour line 147, or email complaints@sha.go.ke.
Where to lodge SHA complaints
Use the channel that matches your problem. The branch or headquarters is the first port of call for a formal complaint. The phone and email lines are the fastest way to get a reference number and find out where your case sits.
| Channel | Use it for | Details |
|---|---|---|
| Your SHA branch or county office | A formal written complaint, handed in with copies of your records | Ask for a dated receipt. Find one through SHA offices near me |
| SHA headquarters | Complaints that the branch has not resolved | Ragati Road, Nairobi |
| Toll-free line | Customer care, reference numbers and general questions | 0800 720 601. See SHA customer care number |
| 24-hour line | Support at any hour, in English and Kiswahili | 147 |
| Complaints email | Written complaints you want on record | complaints@sha.go.ke |
| General customer service email | Questions and enquiries | customerservice@sha.go.ke |
| Afya Yangu portal | Appeals on a claim, where the portal offers the option | afyayangu.go.ke |
How to file a SHA complaint, step by step
Write down what happened in your SHA complaint
Note the date, the facility or branch, the amount involved, what you were told, and by whom. Exact wording helps more than a summary. Keep the note in one place so you can attach it or read from it on the phone.
Gather your records for the SHA complaint
Collect receipts, SMS messages, screenshots, the discharge summary if there is one, your SHA number and a copy of your national ID. Keep the originals and hand in copies.
Raise the SHA complaint at branch level or headquarters
SHA’s public guidance is to raise the first complaint with management at the branch, or at headquarters depending on where you are. Ask for a dated receipt or a reference number for every complaint you lodge, and ask how long they expect to take to respond.
Follow up your SHA complaint with the reference number
Use the reference number on the toll-free line or by email. A follow-up with a reference is much harder to ignore than a repeat visit with no record.
Escalate your SHA complaint if the answer is not satisfactory
If you are not satisfied with the answer, or the problem is not addressed, SHA’s guidance is to escalate to the tribunal that has been set up to hear complaints. Keep copies of everything from steps 1 to 4 for that stage.
Common SHA complaints and where to start
Most SHA complaints fall into a few groups. Start with the page that solves the problem, then lodge the complaint only if that page does not resolve it.
| Complaint | Start here |
|---|---|
| My contribution or premium is too high | How to appeal your SHA contribution, reduce your SHA contributions or SHA Punguza Malipo |
| A hospital refused my SHA cover | What to do when a hospital refuses SHA |
| I was told my SHA is inactive | Check your SHA registration status and SHA cover lapsed |
| My spouse or child is not on my account | SHA dependants registration and dependant status showing pending |
| My claim was rejected | How to appeal a rejected SHA claim and why SHA claims get rejected |
| My approval is delayed | SHA preauthorisation explained |
| I cannot register | SHA registration documents |
What to prepare before you lodge SHA complaints
- Your national ID number and SHA number
- The phone number registered on your SHA account
- Receipts, M-Pesa messages and any written notices
- The discharge summary or claim reference, if there is one
- The name of the facility, the date, and what you were told
- Copies of everything you hand in, with the original kept at home
SHA’s public Q&A says you do not need a physical card. Your national ID is the document that ties you to your SHA registration.
If your SHA complaint is not resolved
A complaint that has no reference number, no date and no written answer is hard to escalate. If the branch does not resolve it, take your records and the reference to headquarters, then to the complaints tribunal. Do not pay anyone who promises to fix a SHA problem for a fee. If someone asks for money to change your account, a claim or a status, do not pay them. Report it to the branch or through the official channels above. Our own service helps you prepare the complaint and find the right channel, but we do not guarantee an outcome, and we do not act for SHA.
Want help preparing your SHA complaint?
Send us what happened and the records you have. We will tell you which channel to use, what to put in writing, and what to do next.
Chat with us on WhatsAppSHA complaints: frequently asked questions
Can I file a SHA complaint online?
Yes, by email. Send written complaints to complaints@sha.go.ke and keep the reply. Claim appeals can also be lodged through the Afya Yangu portal where the option is offered.
Which number should I call for SHA complaints?
Call the toll-free line 0800 720 601 for customer care, or 147 for 24-hour support in English and Kiswahili.
Where do I lodge a SHA complaint in person?
At your SHA branch or county office, or at SHA headquarters on Ragati Road, Nairobi. You can also visit a Huduma Centre for help.
Do I need my SHA card to complain?
No. SHA’s public Q&A says your national ID is what you use with SHA, not an old NHIF card.
What happens if the branch does not resolve my SHA complaint?
Escalate to SHA headquarters with your records and reference number, and if the problem is still not resolved, to the tribunal set up to address complaints.
Can I complain if my spouse is not added to my SHA account?
Yes. Start with the dependant registration steps on our dependants page, and lodge a complaint with your branch if the record is still wrong after that.
Is there a fee for lodging a SHA complaint?
We did not find a fee for lodging a complaint through the official channels listed here. Do not pay anyone who offers to handle a complaint for you, and check any fee with SHA directly.
Related guides on SHA complaints
Sources for these SHA complaints contacts
- Social Health Authority public Q&A on how complaints are raised, branch and headquarters first, then the tribunal, and on using your national ID.
- Social Health Authority contact details: toll-free 0800 720 601, the 24-hour line 147, and the complaints and customer service email addresses listed in SHA’s published contacts, including Kenyans.co.ke, July 2025.
- Social Health Authority, sha.go.ke, for the current contacts.
Disclaimer: MyCyber is an independent digital assistance service, not affiliated with SHA or any government body. This page explains how to lodge a complaint and is not legal advice. Confirm current contacts on sha.go.ke or by calling 0800 720 601, since contact details can change.
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