Question 1

What is TAI DT Sacco?

Accepted Answer

TAI DT Sacco is a SASRA-licensed, member-owned, deposit-taking savings and credit co-operative society in Kenya. We provide approved savings, deposit, credit, payments, digital, agency and diaspora services to eligible members through our 12 branches, digital channels and authorised agency network.

Our services are governed by our by-laws, approved product terms, published tariff, internal policies and applicable Kenyan laws and regulatory requirements.

Question 2

What does "deposit-taking Sacco" mean?

Accepted Answer

A deposit-taking Sacco is a co-operative society authorised to mobilise deposits from members and provide approved financial services within the scope of its licence and regulatory framework. Deposit-taking Saccos are distinct from commercial banks and operate under the applicable Sacco regulatory and co-operative framework.

Question 3

Why should I join TAI DT Sacco?

Accepted Answer

Membership gives you access to products and services designed for your financial needs, subject to eligibility and product terms. These may include savings and deposit accounts, loans, payment services, digital banking, agency banking and diaspora solutions. Members also participate in the Sacco's co-operative structure in accordance with the by-laws.

Question 4

Who can become a member?

Accepted Answer

Membership is available to individuals and organisations that meet the Sacco's approved eligibility criteria. Eligibility may be based on an employer, profession, business, community, group, diaspora status or another approved common bond.

Question 5

Is membership available to Kenyans living abroad?

Accepted Answer

Yes. We welcome eligible diaspora members, subject to our membership requirements, customer due-diligence procedures, identification and verification requirements, and the availability of approved remote-service channels.

Question 6

How do I become a member?

Accepted Answer

You can apply through any TAI DT Sacco branch, an approved digital onboarding channel, an authorised agent, or another channel we publish. Complete the membership application, provide the required information and documents, and pay any approved membership or account-opening charges.

Membership becomes effective after the Sacco completes its verification and approval process.

Question 7

What documents do I need to join?

Accepted Answer

Requirements depend on the applicant and the product selected. An individual applicant may be required to provide:
• A valid Kenyan national identity card or passport.
• KRA PIN details, where applicable.
• A recent passport-size photograph or approved digital image.
• Contact and residential information.
• Nominee or next-of-kin details, where applicable.
• Any additional information required for customer due diligence.

Businesses, groups, institutions, joint applicants, minors and diaspora applicants may need additional documents. Contact us for the current requirements checklist.

Question 8

Can I open a joint, group, or business account?

Accepted Answer

Yes, where the relevant product permits it. All joint members, group officials, directors, trustees, partners, beneficial owners and authorised signatories must complete the applicable identification and verification process. The operating mandate must be approved and recorded before transactions can be processed.

Question 9

Can I apply online?

Accepted Answer

Yes. You can complete the Personal Membership Application online on our Become a Member page, or download the form, fill it in and take it to any branch. Online applications remain subject to identity verification, document validation, customer due diligence, and any additional checks required by the Sacco. We may request an in-person visit where necessary.

Question 10

How do I update my personal details?

Accepted Answer

Submit a request through a branch, an approved digital channel, or our customer-service channel. Changes to your name, identity document, address, telephone number, email address, tax information, nominee details or account mandate may require supporting documents and additional verification.

Please update your details promptly so that we can contact you about important account, security and regulatory matters.

Question 11

What savings and deposit products do you offer?

Accepted Answer

Our range includes ordinary savings, fixed or term deposits, goal-based savings, junior savings, business accounts and other approved products. Each product has its own eligibility requirements, minimum balance, withdrawal rules, return or interest terms, fees, tenure and account limits.

Question 12

How do I deposit money into my account?

Accepted Answer

You can deposit through a branch, an authorised agent, our PAYBILL number 644700, an approved digital channel such as the TAI Sacco App, a bank transfer, or another method we publish. Always use the correct account or payment details and retain the official receipt, SMS or electronic transaction confirmation.

Question 13

How do I withdraw money?

Accepted Answer

Withdrawals may be made through a branch, an authorised agent, an approved digital channel, or another permitted method, depending on the account terms. Withdrawals are subject to available funds, account status, transaction limits, identity verification and any applicable notice or withdrawal conditions.

Question 14

How are interest, returns, or dividends determined?

Accepted Answer

The applicable interest rate, return, dividend treatment, calculation method, accrual frequency, payment date, minimum balance and tax treatment are set out in the relevant product terms and approved tariff. Rates and returns may differ by product and may change in accordance with the disclosed terms and applicable requirements.

Question 15

Are member deposits protected?

Accepted Answer

We manage member deposits under our approved governance, risk-management, internal-control and regulatory framework as a SASRA-regulated Sacco. Any applicable deposit-protection arrangement, coverage and limits should be confirmed from our current official disclosure and the applicable Kenyan framework. Do not rely on informal or unauthorised statements about deposit protection.

Question 16

What loan products are available?

Accepted Answer

We offer approved credit products for eligible members, including personal development loans, emergency loans, asset-finance facilities, business loans, school-fees loans, housing or construction facilities, salary-based loans and other products. Browse the products available, qualification criteria, security requirements, interest or profit terms, repayment periods and charges.

Question 17

How do I apply for a loan?

Accepted Answer

Apply through a branch, an approved digital channel, or another designated process. We assess applications using our credit policy, which may consider membership status, savings or deposits, repayment capacity, credit history, income, existing obligations, security or guarantor requirements, and the purpose of the facility.

Submitting an application does not guarantee approval.

Question 18

What documents may be required for a loan?

Accepted Answer

Requirements vary by product and applicant. They may include identification, proof of income, bank or Sacco statements, business records, security documents, valuation reports, guarantor information, sale agreements, or other supporting documents. We will provide the applicable checklist for the product selected.

Question 19

How long does loan approval take?

Accepted Answer

Turnaround time depends on the product, completeness of the application, verification requirements, appraisal, security, guarantor confirmation, approval authority and system availability. Check-off and mobile loans are typically processed faster than asset-finance or housing facilities, which may take longer due to valuation.

Question 20

What is the cost of borrowing?

Accepted Answer

The total cost may include interest or other financing charges, processing fees, appraisal or valuation costs, insurance, legal charges, taxes, late-payment charges and other disclosed costs. Before accepting a facility, review the total repayment obligation, the repayment schedule, applicable fees and the consequences of late payment. Use our loan calculator to get an indicative repayment schedule.

Question 21

Can diaspora members apply for loans?

Accepted Answer

Eligible diaspora members may apply for loan products made available to them. Approval is subject to the product terms, income and identity verification, repayment arrangements, security or guarantor requirements, and our credit policy.

Question 22

What happens if I miss a loan repayment?

Accepted Answer

Contact us promptly if you anticipate difficulty making a repayment. Late or missed repayments may result in penalties, collection action, changes to the loan status, or adverse credit-reference consequences where applicable. Early communication may allow us to explain the available options under our approved procedures.

Question 23

Where are your branches located?

Accepted Answer

We operate 12 branches across Kiambu, Nairobi and Nakuru counties. View our branch locations, addresses, opening hours, telephone numbers, available services and directions on our branch locator.

Question 24

What services can I access at a branch?

Accepted Answer

Branch services may include membership registration, account opening, deposits and withdrawals, loan applications and support, account statements, mandate changes, digital-channel support, remittance support, complaints handling and general account enquiries.

Some requests may require additional verification, supporting documents or an appointment.

Question 25

Can I transact at any branch?

Accepted Answer

You may access services at any branch where our systems and product terms permit. Certain services, such as loan applications, account closure, mandate changes, large-value transactions or sensitive profile changes, may require enhanced verification or processing at a designated branch.

Question 26

What are your branch opening hours?

Accepted Answer

Our regular branch hours are Monday to Friday, 8:30am to 4:00pm, and Saturday, 8:30am to 12:00pm. We are closed on Sundays and public holidays. Hours may vary on system-maintenance days or during exceptional circumstances, so check the branch locator or contact the branch before travelling.

Question 27

Can I access services outside branch hours?

Accepted Answer

You may access selected services through our digital channels and authorised agents outside branch hours, subject to channel availability, transaction limits and service interruptions.

Question 28

Which digital channels are available?

Accepted Answer

We provide approved digital services through the TAI Sacco App (available on Google Play and the App Store), USSD code *645#, our Members Portal at membersportal.taisacco.coop, SMS notifications, and other channels published on this website.

The services, transaction limits, operating hours and charges may differ by channel.

Question 29

What can I do through digital banking?

Accepted Answer

Depending on your registration and product eligibility, you may be able to:
• Check balances and view account information.
• Request statements and account confirmations.
• Transfer funds and make payments.
• Deposit money or repay a loan.
• Pay bills or send money to approved destinations.
• Receive transaction notifications.
• Submit selected service requests.

Question 30

How do I register for digital banking?

Accepted Answer

Register through a branch, an approved self-service process, or the official digital channel. You will be required to verify your identity and create secure access credentials. Use only the official application download links, website addresses and USSD code published by TAI DT Sacco.

Question 31

What should I do if I forget my PIN or password?

Accepted Answer

Use the official reset process or contact our customer service team. We may ask you to complete additional identity verification. Never disclose your existing PIN, password, one-time password or authentication code to anyone.

Question 32

What if my phone is lost or my SIM card is compromised?

Accepted Answer

Contact your mobile network operator immediately to block or replace the SIM card. Then contact TAI DT Sacco through our official emergency or customer-service channel and request protection or suspension of the affected digital services. Do not wait for an unauthorised transaction to occur.

Question 33

Are digital channels available 24 hours a day?

Accepted Answer

Selected digital channels may be available beyond branch hours. Availability can be affected by planned maintenance, connectivity issues, mobile network interruptions, partner bank outages, security controls or other events. Check transaction status before repeating a transaction.

Question 34

What are the digital transaction limits and charges?

Accepted Answer

Limits and charges depend on the channel, transaction type, account, customer category, amount and applicable risk or regulatory controls. Contact us or visit a branch for the current tariff before transacting.

Question 35

What if a digital transaction fails or my account is debited but the transaction is incomplete?

Accepted Answer

Do not immediately repeat the transaction. Record the date, time, amount, reference number, channel and recipient details. Contact us through our official support channel and provide the transaction information. We will investigate and advise you in accordance with our service standards and any applicable partner process.

Question 36

What is an authorised TAI DT Sacco agent?

Accepted Answer

An authorised agent is an approved outlet appointed to provide specified services on behalf of TAI DT Sacco. Agents may only provide the services within the limits and under the procedures we approve.

Question 37

How do I identify an authorised agent?

Accepted Answer

Confirm the outlet with us before transacting by calling our call centre or visiting a branch. An authorised agent should display approved branding and provide an official receipt or verifiable electronic confirmation.

Question 38

What services are available through agents?

Accepted Answer

Depending on the outlet, agents may provide cash deposits, cash withdrawals, loan repayments, transfers, bill payments, balance enquiries or other approved services. Services and limits may vary by agent.

Question 39

Can an agent ask for my PIN?

Accepted Answer

No. You must enter your PIN or other confidential credentials yourself. Do not disclose your PIN, password, one-time password or authentication code to an agent, employee, caller or any other person.

Question 40

What should I do if an agent does not issue a receipt?

Accepted Answer

Do not complete the transaction unless you receive an official receipt or verifiable electronic confirmation. Record the agent's details and report the matter to TAI DT Sacco immediately.

Question 41

What should I do if an agent overcharges me or mishandles a transaction?

Accepted Answer

Keep the receipt or transaction message and note the agent's name, outlet, date, amount and reference number. Report the matter through our official complaints channel so that we can investigate it under our agent management procedures.

Question 42

How can I join TAI DT Sacco while living outside Kenya?

Accepted Answer

Start by contacting our diaspora desk through our diaspora banking page or our official contact channels. We may require a completed application, valid Kenyan identification or passport, proof of foreign residence, proof of address, tax information where applicable, a photograph and other documents required for customer due diligence.

Documents may need to be certified or verified through an approved process.

Question 43

Can I open an account remotely?

Accepted Answer

Remote onboarding may be available for eligible diaspora applicants and selected products. It remains subject to identity verification, document validation, customer due diligence, sanctions and screening controls, and any required video, telephone or in-person verification.

Question 44

What currencies can diaspora members use?

Accepted Answer

Available currencies depend on the approved account and remittance products. Where currency conversion applies, confirm the exchange rate, charges, conversion method and settlement timing before authorising the transaction.

Question 45

Can I appoint someone in Kenya to act on my behalf?

Accepted Answer

A mandate holder or representative may be appointed where permitted by the relevant product terms and Sacco policy. The authority must be properly documented and verified before it becomes effective. We may require a power of attorney or other approved supporting document and may apply transaction restrictions.

Question 46

How can I update my details from abroad?

Accepted Answer

Contact our diaspora desk or use the approved update process through our official channels. Changes to your identity document, address, telephone number, email, tax information, nominee details or mandate may require additional documents and verification.

Question 47

Does TAI DT Sacco receive diaspora remittances?

Accepted Answer

Yes. We facilitate diaspora remittances through a partnership with Family Bank, subject to the approved corridors, currencies, channels, fees, limits, settlement arrangements and applicable requirements.

Question 48

How does the remittance service work?

Accepted Answer

The sender initiates a transfer through an approved sending channel or partner arrangement. The transaction is processed through the relevant banking and remittance infrastructure and may be subject to identity, source of funds, sanctions and financial crime checks.

After the funds are received and cleared, the beneficiary may receive them through the approved Sacco account, branch, agent, digital channel or other payout method.

Question 49

What information is required to send a remittance?

Accepted Answer

The sender must provide accurate information, which may include:
• Sender's full name and contact information.
• Beneficiary's full name as recorded on the receiving account or identification document.
• Beneficiary account, mobile or payout details.
• Amount and currency.
• Destination and purpose of transfer, where required.
• Any additional information required by TAI DT Sacco, Family Bank, the remittance provider, or applicable law.

Incorrect or incomplete information may delay, reject or misdirect a transaction.

Question 50

How can the beneficiary receive the money?

Accepted Answer

Depending on the approved channel and service, funds will be credited to a member Sacco account and made available through a branch, authorised agent, digital channel or other approved payout method. The beneficiary must satisfy the required identification and verification checks.

Question 51

How long does a remittance take?

Accepted Answer

Processing time depends on the sending country and institution, selected channel, currency, intermediary institutions, partner bank, screening requirements, weekends, public holidays and system availability. Our applicable service estimate is 72 hours.

We cannot guarantee timing where another institution controls part of the transaction process.

Question 52

What fees and exchange rates apply?

Accepted Answer

Fees and exchange rates vary by corridor, amount, currency, sending channel, payout method and partner. Before authorising the transfer, confirm:
• The sender's total charge.
• The exchange rate and any conversion spread.
• The amount the beneficiary is expected to receive.
• Any receiving, intermediary or other applicable charge.

Question 53

Why might a remittance be delayed, held, or rejected?

Accepted Answer

A remittance may be delayed, held or rejected because of inaccurate information, incomplete documentation, identity or source-of-funds checks, sanctions or financial crime screening, transaction limits, suspected fraud, regulatory requirements, partner bank controls, network interruptions, or insufficient funds.

We may request additional information before processing or returning a transaction.

Question 54

How can I trace a remittance?

Accepted Answer

Keep the transaction reference or tracking number provided when the transfer was initiated. Contact the sending institution or our remittance support team and provide the reference number, sender and beneficiary details, amount, currency and date of transfer.

Question 55

What if money is sent to the wrong account or beneficiary?

Accepted Answer

Contact the sending institution and TAI DT Sacco immediately. Recovery is not guaranteed and depends on whether the funds have been credited, paid out or transferred onward. A formal recall or dispute request and supporting identification may be required.

Question 56

How does TAI DT Sacco protect my account?

Accepted Answer

We use authentication controls, transaction monitoring, staff and agent procedures, access controls and other safeguards appropriate to our services. Members must also protect their credentials, verify recipients, keep contact details current and report suspicious activity immediately.

Question 57

Will TAI DT Sacco ask for my PIN or one-time password?

Accepted Answer

No. We will not ask you to disclose your PIN, password, one-time password, card security code or other confidential authentication credential. Enter confidential information only into the official channel you initiated.

Question 58

How can I identify a possible scam?

Accepted Answer

Be cautious of messages or calls that:
• Create urgency or threaten account closure.
• Request your PIN, password, one-time password or card details.
• Ask you to transfer money to "secure" or "holding" accounts.
• Offer unexpected prizes, refunds, jobs, investments or loans.
• Ask you to click an unfamiliar link or install remote-access software.
• Claim to be a staff member but cannot be independently verified.

Question 59

What should I do if I suspect fraud?

Accepted Answer

Contact us immediately through our official whistleblower or customer-service channel and request protection of the affected account or channel. Contact your mobile network operator or other relevant provider where applicable. Preserve messages, telephone numbers, receipts, screenshots and transaction references.

Question 60

How does TAI DT Sacco use my personal information?

Accepted Answer

We may use personal information for membership administration, account servicing, identity verification, transaction processing, credit assessment, fraud prevention, regulatory compliance, communication and service improvement. Processing is subject to our Data Privacy Policy and applicable Kenyan data protection requirements.

Question 61

Where can I find your current charges?

Accepted Answer

Our current tariff is available at all branches and from our customer service team. Charges may apply to accounts, withdrawals, transfers, loan services, cards, digital channels, agents, remittances, statements and other services. Confirm the applicable charge before completing a transaction.

Question 62

Can fees, rates, limits, or terms change?

Accepted Answer

Yes. Fees, rates, limits and product terms may change in accordance with the relevant product terms, approved tariff, applicable notice requirements and Kenyan requirements. We communicate material changes through our approved channels.

Question 63

What should I do if I do not understand a charge?

Accepted Answer

Contact us with the transaction date, amount, reference number, channel and the charge you are querying. We will explain the charge and investigate any suspected error.

Question 64

How do I contact TAI DT Sacco?

Accepted Answer

Use our official customer-service channels:
• Call centre: +254 709 522 800
• WhatsApp: +254 727 091 111
• Email: support@taisacco.coop
• WhatsApp Banking: 0704 420 000
• USSD: *645#
• Website: taisacco.coop
• Postal address: P.O. Box 718 – 00216 Githunguri
• Fraud reporting: whistleblower@taisacco.coop
• Data protection: dpo@taisacco.coop

Frequently Asked Questions

About TAI DT Sacco

Membership & Account Opening

Savings & Deposit Accounts

Loans & Credit Services

Branches & Service Network

Digital Banking

Agency Banking

Diaspora Membership & Services

Diaspora Remittances

Security & Fraud Prevention

Fees, Tariffs & Service Information

Complaints & Customer Support

Quick security reminders

Useful links