from ARNOLD MULENGA in Lusaka, Zambia
Zambia Bureau
LUSAKA, (CAJ News) – AIRTEL Zambia has revamped its customer service to cater for people living with disabilities.
This is through the launch of its Inclusive Customer Service Initiative.
At the launch in capital Lusaka on Tuesday, the mobile network operator said its staff in eight selected shops in this province were now trained in sign language, enabling seamless communication with hearing-impaired customers.
Airtel has also made its Customer Service Charter available in braille. It pledged that selected product and services leaflets would follow soon.
“Inclusion is not a box to tick. It is a value we live by,” said Kapa Kaumba, Airtel Customer Experience Director.
The executive welcomed the support by the Zambia Information and Communications Technology (ZICTA) and Agency for Persons with Disabilities (ZAPD) during the initiative.
“This initiative reflects our deep belief that everyone deserves to connect, be heard, and be served—without barriers,” Kaumba said.
Ruth Litebele, ZAPD Research Manager, lauded the initiative.
“By investing in sign language training, braille materials, and inclusive service delivery, Airtel is helping to shift the national conversation from sympathy to empowerment,” she said.
Edgar Mlauzi, ZICTA Manager for Consumer Affairs, described it as a defining moment for the telecommunications sector.
“As a regulator, we are encouraged by this step and remain committed to fostering an ICT environment where no one is left behind,” he said.
The World Health Organisation (WHO) estimates that around 10 percent of the Zambian population has a disability. Zambia has a population of 20,7 million.
– CAJ News