On Tuesday, Airtel Zambia PLC unveiled an Inclusive Customer Service Initiative to improve accessibility for people with disabilities across all its service points.
This bold action supports Airtel’s ongoing dedication to equity, inclusivity, and meaningful connectivity for all.
In addition to stakeholders from the Zambia Agency for Persons with Disabilities, the Zambia Information and Communications Technology Authority (ZICTA) supervised the event, which took place at the Airtel Head Office in Lusaka.
Airtel staff trained in sign language
Staff members in eight (8) Airtel stores in Lusaka Province have received basic sign language training as part of this new program to assist hard-of-hearing clients.
Furthermore, Airtel’s Customer Service Charter is now accessible in braille, guaranteeing that clients with visual impairments can obtain information on their own and with dignity.
Planned nationwide expansion
During the launch, Kapa Kaumba, the Customer Experience Director for Airtel Zambia, stated, “Inclusion is not a box to tick, it is a value we live by. Today, we at Airtel begin to bridge the accessibility gap with practical actions that empower our customers with disabilities to experience the same quality of service as everyone else.”
She added, “Over the coming months, we will be expanding this service to all of our shops, ensuring that trained personnel are available countrywide before the year ends. We are also in the process of printing selected product and service brochures in braille so that our customers with visual impairments can browse, choose, and engage just like everyone else.”
ZICTA commends Airtel
Mr. Edgar Mlauzi, Manager of Consumer Affairs for the Zambia Information Communication Technology Authority (ZICTA), also stated, “This is a defining moment for the telecommunications sector. We applaud Airtel for creating a customer experience that respects diversity and champions equal access. As a regulator, we are encouraged by this step and remain committed to fostering an ICT environment where no one is left behind.”
Research Manager Ruth Litebele, who was also in attendance and spoke on behalf of the Zambia Agency for Persons with Disabilities (ZAPD), commended the project, saying, “Accessibility is a right, not a privilege. We commend Airtel for demonstrating leadership and sensitivity to the needs of persons with disabilities. By investing in sign language training, braille materials, and inclusive service delivery, Airtel is helping to shift the national conversation from sympathy to empowerment.”
By the end of 2025, more Airtel stores will have trained employees. Additionally, Airtel declared that it would start producing some of its product and service brochures in braille.