My rewarding role in ensuring Vodacom’s customers are safe and protected

I first joined Vodacom on an Enhanced Internship for a year, then switched to the Discover Graduate Program for another year. Following that, I was absorbed into a permanent specialist position, and currently work as a Specialist in Regulatory Affairs. I lead all consumer protection compliance initiatives and assist businesses with all other regulatory requirements.

As a champion for consumer protection, the initiatives for consumer education have been enjoyable. I've come to realise that the majority of complaints from consumers are caused by their misunderstanding of the products, so if they are educated about the products, they will be able to make more informed decisions, which will empower them.

I also enjoy being involved with our Diversity and Inclusion (D&I) Committee at Vodacom. Our key mandate is to advocate for an inclusive work environment characterised by tolerance, acceptance, and safety, and it is very rewarding for me to be a part of that. 

What it means to be an advocate for consumer protection

Primarily, my role is to ensure that all laws and regulations that are placed and enforced to safeguard consumer protection are complied with by business.

In line with this, Vodacom Lesotho introduced the Vodacom Lesotho Consumer Protection Code, which was designed to empower customers and safeguard their rights. The Code guarantees customers access to services, freedom of choice, clear service agreements, clear and accurate billing, customer education on our products and services, and privacy protection and management. Further, we guarantee that all customers are treated fairly, the prevention of market abuse, and also an effective customer handling procedure. 

The projects that have been a part of this include:

• Customer Education Initiatives for the Code. These were achieved through a press conference launching the Consumer Protection Code, radio interviews teaching the listeners about the availability of the Code and its contents, and also an ongoing #DIDYOUKNOW campaign on our social media platforms which gives a summary of rights protected by Vodacom.
• Consumer Protection workshop. Held at the Lesotho Communications Authority, it outlined and highlighted the level of compliance with consumer protection regulations put in place by the regulator.
• Data Protection and Management Thought Leadership workshop. Hosted by Vodacom Lesotho, this workshop focused on data protection and management. The aim was to foster conversations about industry best practices, regulatory compliance, and effective strategies for safeguarding consumer rights, and was attended by representatives from the Lesotho Communications Authority, the Central Bank of Lesotho, and other industry players, including financial services providers.

Conversations centred on critical concerns for both regulators and customers, like safeguarding consumer rights, Vodacom Lesotho’s privacy initiatives, privacy trends and frameworks in Africa, and ensuring consumer protection in the age of Artificial Intelligence.

• Community Outreach. This planned initiative, in collaboration with the NPS team, aims to further customer education for people who are not easily reachable, or do not have access to the internet.

The most important things we learned

These initiatives have given us a couple of key takeaways. Firstly, the importance of #GETTINGITTOGETHER, as working in collaboration allows for the pooling of expertise, specialties, and perspectives of different people. This leads to more comprehensive and effective solutions. A collective effort is likely to address issues and ensure that multiple viewpoints are considered, and the results are more wholesome. 

Secondly, the importance of customer education is very evident. Our customer education initiatives revealed how customers are not well informed about their rights, and it is important to ensure that this changes. It will help both our business and our customers achieve their goals because a well-informed customer makes well-informed choices, and customer education minimises the number of complaints

Championing D&I

Typically, creating a positive, innovative, and healthy work atmosphere requires diversity and inclusion. Our D&I Committee is dedicated to fostering an environment where each worker feels appreciated, respected, and free to share their special talents and viewpoints.

Last November, we celebrated Disability Awareness Month, in collaboration with Health & Safety, Vodacom Foundation, and the External Affairs teams. The event had a good turnout and engagement, with colleagues expressing how insightful it was, and how it helped them understand Autism better because it was the day's main topic. We will be doing it again this year and intend for it to be an annual awareness campaign.

An inclusive workplace is better for everyone, able or disabled. Overall, I could not have asked for a more fulfilling or inclusive work environment than the collaborative work we do at Vodacom, and I am looking forward to doing a lot more here for our customers and for the people who work with me inside our business.