MTN Zambia has launched integrated Sign Language interpreter video support across its customer service channels marking a major milestone in inclusive telecommunications accessibility.
Telecommunications provider MTN Zambia has launched pre-recorded Sign Language Interpreter Videos across its retail service centres, marking a major step forward in its drive to improve customer service accessibility for deaf and hard-of-hearing subscribers.
The official launch took place at the Levy Mall Service Centre in Lusaka, where company representatives, disability rights advocates, and regulatory officials gathered to unveil the accessibility tool. The project was executed in partnership with key statutory and advocacy bodies, including the Zambia Agency for Persons with Disabilities (ZAPD) and the Zambia National Association of the Deaf (ZNAD) ensuring the video interpretations accurately reflect local sign language standards and address common customer inquiries.
The newly introduced sign language videos are designed to streamline in-store interactions, allowing hearing-impaired customers to navigate customer support services independently and efficiently.
By placing standardized sign language video guides at customer service counters across the country, MTN Zambia aims to reduce communication barriers between staff and deaf clients. The video modules provide clear visual guidance on everyday telecommunications services, including SIM card registration, mobile money transactions, account troubleshooting and plan subscriptions, enabling clients to access essential services without relying on third-party interpreters.
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The introduction of sign language video support aligns directly with national regulatory standards enforced by the Zambia Information and Communications Technology Authority (ZICTA) which mandate equal access to electronic communications for all citizens.
Executive leadership from MTN Zambia emphasized that driving digital inclusion requires removing both technological and physical obstacles for vulnerable consumer groups. Representatives from ZAPD and ZNAD commended the operator for prioritizing accessible customer service, highlighting that integrating sign language into commercial retail environments promotes equal participation, safeguards consumer privacy, and helps bridge the broader social divide in Zambia’s expanding digital economy.
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