Customer calls into Call Centre with SIM Swop request Agent / Administrator verifies customer with CV-2 verification CV-2 verification successful? Yes No Customer calls into Call Centre with SIM Swop request Customer s SIM Swop request to E-Desk administrator contacts customer telephonically Advise customer of verification requirements, SIM Swop process & update SSS Call Centre/E-Desk: Does customer have SIM on hand? Retail: Agent issues customer with new SIM. Customer fills in SIM Insurance form where applicable No Refer customer to nearest Retail Outlet Yes Agent activates new SIM on SSS

Request successful? Yes No Manually processed by Admin Support team Request is logged on Network System Request successful? Yes No

Yes No Agent / Administrator attempts to resolve query as FCR Feedback to customer with resolution & & update SSS tickler Query resolved? Yes No Customer lodges an escalation using an APC touch point Agent / Administrator verifies customer with CV-2 verification CV-2 verification successful? Advise customer of verification requirements & update SSS ticklers Agent / Administrator sends escalation to Autopage co.za co.za queue & advise customer of TAT’s Query is logged on SSS work queue Administrator investigates & resolve query Query resolved successfully? Yes Escalates to Manager / Senior Manager until resolved No