Airtel Launches Disability-Inclusive Customer Experience in Lusaka
Airtel Zambia has taken a major step toward disability inclusion with the launch of its Inclusive Customer Service Initiative, designed to improve accessibility and service delivery for persons with disabilities across its outlets.
Unveiled at Airtel’s Head Office in Lusaka, the initiative equips eight Airtel shops in Lusaka Province with staff trained in basic sign language to assist hearing-impaired customers.
Additionally, the Customer Service Charter is now available in braille, ensuring that visually impaired customers can independently access important service information.
“Inclusion is not a box to tick—it is a value we live by,” said Kapa Kaumba, Airtel Zambia’s Customer Experience Director. “We’re bridging the accessibility gap with practical steps that empower our customers with disabilities to enjoy equal service. By year-end, we plan to extend this inclusive service to all Airtel shops countrywide.”
The launch was attended by representatives from the Zambia Information and Communications Technology Authority (ZICTA) and the Zambia Agency for Persons with Disabilities (ZAPD).
Speaking at the event, ZICTA Manager – Consumer Affairs, Edgar Mlauzi, praised the initiative, calling it a “defining moment for the telecommunications sector” and reaffirmed the regulator’s support for a fully inclusive ICT environment.
Ruth Litebele, Research Manager at ZAPD, commended Airtel’s leadership in disability inclusion: “Accessibility is a right, not a privilege. Airtel is shifting the narrative from sympathy to empowerment by investing in sign language, braille, and inclusive service delivery.”
In line with its broader rollout plan, Airtel Zambia also announced upcoming braille versions of selected product and service brochures, enabling customers with visual impairments to make informed decisions with greater independence.
