Process Adherence

The following steps must be adhered to before carrying out SIM-related requests

1. Detailed security checks should be carried out to validate ownership. As is the current practice, the CCR should ask minimum of 7 questions of which the caller must get at least 5 answers right.

2. Some questions have been defined as mandatory and others as supplementary; MyCustomer® is expected to answer at least 3 of the 5 mandatory questions correctly.

3. Where the customer is unable to answer 3 out of 5 mandatory questions do not proceed with the validation, Also where the customer is able to successfully answer all the 5 mandatory questions, it is not required to proceed to the supplementary questions.

4. Where the customer fails to get the correct Full name used to register the line, rather than proceed with the validation, MyCustomer® should be referred to the shops and educated on what is required to re-register the line.

5. For 3rd party requests, we should request to speak to the owner of the line or advise that the owner contact us via any of our channels

When logging the ticket, whoever is handling the block/unblock request should post a note stating the security details provided when logging the request.

Check the history of requests on Provisioning details, request history for the past week. Where it is seen that multiple requests occurred within this period, the user should refer MyCustomer® to the shops for assistance.

Check the Notes tab/status reason to confirm if any instruction has been captured with respect to the MSISDN.

6. For instances of confirmed cases of unsolicited suspension activities carried out on MyCustomer® MSISDN, a note should be posted on CLM so other users are aware that the line should not be blocked or unblocked.

7. Team-leads and support are required to confirm that agents have carried out the required validation and confirm details captured in the note and suspension details before blocking/unblocking.

Mandatory Questions (CUSTOMER MUST GET A MINIMUM OF 3 QUESTIONS CORRECTLY BEFORE CCR PROCEEDS TO SUPPLEMENTARY QUESTIONS)

• Full name used in registration

• Year of Activation

• Date of Birth

• Residential Address used for registration

• Mother’s Maiden Name used for registration

Supplementary Questions (CUSTOMER MUST GET A MINIMUM OF 2 QUESTIONS CORRECTLY BEFORE CCR GIVES OUT REQUEST)

• Tariff Plan

• PUK

• Last Recharge Amount

• Last Recharge date

• Frequently dialed numbers

• Last number called

• Last data bundle activated

• Active services or subscription on customer lines e.g data, xtratime, callerfeel, caller tunez

• Last time a SIM swap was carried out on the line.

Please note, documents for SIM replacement are valid ID & SIM pack. In the absence of SIM pack, affidavit is required to confirm ownership of lost SIM

3rd Party Customer Activation Request (CUSTOMER MUST GET A MINIMUM OF 4 QUESTIONS CORRECTLY BEFORE CCR CARRIES OUT REQUEST)

• Security Validation Questions

• Name used in SIM registration

• Last recharge Amount

• Account Balance

• Tariff Plan

• Last data bundle/GB Social activated

• Type of device used

* Security checks should be done before any modification (activation or deactivation) is made on third party lines.

* For a third party request(Self): Agents are expected to carry out security checks to confirm the ownership.

* For third party request(Non Self): Agents are expected to speak to the owner of the line OR provide the self-service codes.