Safaricom - 2020 Sustainable Business Report

41 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS OUR STAKEHOLDERS CONCLUDING REMARKS • We will continue liaising with the CA regarding the full implementation of the several critical new regulations, including the new QoS framework, spectrum management and SIM registration guidelines. • We create more opportunities for customer privacy and data protection awareness with key stakeholders. • We will continue to build on policies and processes to enhance child online protection for our business and stakeholders. • We will continue to retain an active role in collaborative advocacy action to promote ethics and integrity among all our stakeholders. • We will continue our response to the COVID-19 pandemic, liaising with the CA regarding additional spectrum requirements, the Central Bank of Kenya (CBK) in terms of mobile money services (the CBK increased the size of the wallet for M-PESA to KSh150K and the daily transaction limit to KSh 300k to reduce reliance on cash transactions), and the Ministry of Health in terms of potentially assisting with tracking and tracing infections. • We shall continue laying the foundations for favourable regulatory conditions as Safaricom explores new business products and services. Looking ahead inaccessible and isolated areas of the country. In spite of the onerous security and logistical challenges involved, we are pleased to report that we have commissioned 41 of the 48 sites to date. Consumer affairs forums During the year under review, we participated in three Kikao Kikuu forums hosted by the Communications Authority through the Government Relations team. Kikao Kikuu are forums hosted by the CA that seek to address consumers concerns relating to the products and services provided by ICT service providers. During the events, we responded and addressed issues emerging from our customers and supported the CA in creating awareness on various matters affecting the industry. Trust issues regarding data billing and network coverage in some areas around the rift valley were raised as two key issues by consumers during the forums. Environmental compliance and management We continued to undertake Environmental Impact Assessments (EIAs) and Environmental Audits (EAs) during the year. Part of our monitoring and evaluation of our environmental impact, we conduct EIAs on new and proposed infrastructural developments (from BTS to fibre optic network trenching) and EAs on our existing infrastructure. We undertook 437 EIAs during the year, including for all new sites prior to construction. We completed all 513 EAs scheduled, including control audits for sites for which we had received requests from communities neighbouring our BTS sites. We are satisfied to report that we maintained 100 per cent compliance to all applicable regulations and legislation during the year and that no fines were levied against us. FY20 FY19 FY18 FY17 Environmental Impact Assessment 437 600 590 527 Environmental Audits 513 300 458 447