2022 Sustainable Business Report

43 PARTNERING FOR GROWTH: TRANSFORMING LIVES | KPI SUMMARY OUR STAKEHOLDERS OUR BUSINESS OUR MATERIAL TOPICS Dumpsite waste disposal, including residual waste, has been capped at 10%. The bill sets out the need for waste to be segregated at source and carries fines for non-compliance. We also support the new Extended Producer Responsibility regulations which mandate all producers (including the importers of goods) to establish schemes for all products and packaging in all phases of their life cycle to enhance environmental sustainability. To reinforce our focus on Customer Obsession, we engaged the Competition Authority of Kenya (CAK) who trained our staff on consumer protection during the Annual World Consumer Rights Day celebrated annually on 15 March. The training focused on consumer protection in the digital age through the lens of the regulatory expectations of a digital-first technology company prioritising the customer. We anticipate that the training will reduce consumer complaints and enhance our net promotor score (NPS). OVERCOMING CHALLENGES In January 2022, the United States (US) Federal Aviation Administration issued a warning that 5G could interfere with airline safety. Consequently, the National Environment Management Authority (NEMA) solicited comments from the Kenya Civil Aviation Authority (KCAA) on our proposed 5G projects. This negatively impacted the timelines for acquisition of the 5G rollout licence. We continue to work closely with the KCAA to ensure that necessary awareness is created on 5G. In a move to accelerate the fight against identity theft and improve data accuracy, in September 2021 the CA directed the country’s mobile operators to ensure that the personal details of their subscribers were fully updated in compliance with prevailing laws by 15 April 2022. The directive also provided for the deactivation of any SIM cards that continued to be non-compliant after the deadline. Registration had to be done in person at the respective mobile operators’ retail outlets. However, faced with long queues at outlets, mobile operators lobbied the CA to allow online registration and to extend the deadline by six months. The CA granted both requests. Our level of compliance at the end of March 2022 was 60%. FUTURE FOCUS • Monitor the Finance Act 2022 – which introduces several changes that aim to raise additional revenues as well to align tax legislation to government development priorities. • Attain 100% subscriber verification compliance. • Realise positive outcomes from the review of the KICA regulations, which we see as an opportunity to improve on the subscriber registration regulations that currently necessitate in-person registration. This has continued to be a hindrance, especially in the evolution of a digital marketplace where customers are increasingly adapting to remote and online access to goods and services.