Table 5: Reasons for confrontation over cashless payments

… cashless payments are a gain to the employer but a loss to the workers because the driver and the conductor tend to earn more when they are the ones handling the cash. Workers are paid peanuts and so with the cashless system even when they work overtime, they will not be paid extra cash.”

PUTON representative 3.6.6 CASHLESS PAYMENTS AND REDUCING CORRUPTION

It would be expected that cashless payments would end the endemic corruption in the matatu industry. Yet only 18 of the 77 respondents thought that corruption had reduced when money is not paid in cash or directly to vehicle owners. Some remarked that police do not take bribes unless someone breaks traffic laws and understand that Covid-19 means that workers have less money. However, most workers thought that corruption was still rife and reported using cash paid by passengers to pay for police bribes. And 15 workers (19.5 percent) viewed corruption as normal and workers needed to have cash in case they were arrested.

Conductors have learnt to coexist with the police and to some extent I believe the drivers and the conductors actually need the help of the police.”

TAWU official

3.7 ADDRESSING NEGATIVE EXPERIENCES AND CHALLENGES ASSOCIATED WITH CASHLESS PAYMENTS

The challenges resulting from cashless payments are resolved in both confrontational and non-confrontational ways. While around half of workers supported the use of cashless payments, there was reluctance among some to receive M-Pesa payments, especially using their own phones.

Table 5: Reasons for confrontation over cashless payments Source: Field Interviews (2021)

REASONS FROM PASSENGERS Reversal issues FREQUENCY PERCENT 16 38.1

Payment done when passenger is about to alight 3

7.1 Refusing to use cashless (passengers) 3 7.1 Not informing conductor prior to boarding on use of cashless 2 4.8 REASONS FROM THE CREW Refusing M-pesa payments when they have fuliza 3 7.1 Asking passengers to add withdrawal charges when they pay 6 14.3 Refusing to introduce/accept cashless 2 4.8 Fighting or abusive language by crew 1 2.4 OTHER REASONS Incomplete transactions 2 4.8 Taking time to pay when using cashless 1 2.4 Delay by M-pesa 1 2.4 Payment to wrong number 1 2.4