SOP - CUSTOMER REGISTRATION

STANDARD OPERATING PROCEDURE TITLE: CUSTOMER REGISTRATION Version DOCUMENT INFORMATION Procedure Owner 4 Author (s) Registration Team Editor (s) Radhika Sharma Akeneta Rokoliku/Irshad Latif/Lavenia Raisole / Release Date Shweta Reddy Edit Date: 24.02.2018 Total Number of Pages 15.03.2022 Maturity 13 Status Approved by: Pradeep Lal, Rajnesh Prasad, Vishala Raman Reviewed by: Vishala Raman Distribution List: CC/Retailers/Tier 1/Territory Executives/Road Show Accessibility: All Staffs Storage: View Restriction: Type of Document: Document No: Change Reference: Remarks/Special Conditions:

Document Approval Name and Position Signature Date Pradeep Lal Regional Chief Executive Officer Rajnesh Prasad Chief Marketing Officer Vishala Raman Head of Customer Care DOCUMENT CONTROL LOG VERSION DATE CHANGE REF SUMMARY OF CHANGES NO. 1 10.01.2014 DOP Created Process of Registrations 2 31.03.2015 Registration Automation, Change of Ownership Process. 3 14.07.2016 Change of URL Registration Portal Change of Registration Process. 4 21.08.2019 Changed the VF Logo Amend signatories 5 03.02.2021 Include registration of sim via E-transport Top Up machine 5 15.03.2022 Changed outdated links Change of ownership requirements for wrong registration Change of ownership requirement for the deceased owner Change of ownership with MPAiSA balance process Registration PDF Processing Procedure Change of Ownership Process: Add change of Ownership for Deceased with over $100 in the Mpaisa account Updated Registration steps via Registration Tablet ii

Table of Contents Registration PDF Processing Procedure.................................................................................................ii Change of Ownership Process:.............................................................................................................ii Purpose ..............................................................................................................................................1 Scope .................................................................................................................................................1 Responsibility Areas ............................................................................................................................1 Overview ............................................................................................................................................1 Registration Procedure ........................................................................................................................2 Registration at all Customer Touch-points, Premium, Dealer Outlets, Tier 1 Shops, Roadshow, Mom & Pop Shops ......................................................................................................................................2 Registrations at the Airport Shop – Tourist Outlets ............................................................................2 Registration PDF Processing Procedure .............................................................................................2 Invalid Registrations ........................................................................................................................2 Change of Ownership Process..............................................................................................................3 Change of Ownership for Deceased with over $100 in the Mpaisa account ..........................................4 Change of Ownership with Balance Process ....................................................................................45 Appendix ............................................................................................................................................5 Registration steps via Registration Tablet ...........................................................................................56 iii

Purpose This document describes the procedures or actions that must be taken by respective Departments/Personnel when registering customers’ information. Scope The procedure covers the following. It provides an overview of the processes that must be adhered to when undertaking the mentioned task. Responsibility Areas • Retail Outlets - Premium Shops - Tier 1 Shop • Dealer Outlets • Mom & Pop Shops/Territory Executives. • Roadshow Team • Registration Team • Corporate Team Overview This document has been prepared to assist in ensuring that correct procedures are being followed when customers purchase a new starter pack from any of the Vodafone Outlets. This document outlines the requirements of Customer Registration as per the compulsory Registration of customers for Telephone Services Decrees 2010 (Decree No 34 of 2010) that must be adhered to by all stakeholders at all times. The following must be adhered to by all stakeholders: 1. All starter packs sold/issued by Vodafone must be registered. 2. The following details must be captured for all registration: a. Name and date of birth as it appears on their birth certificate. b. Permanent home address or address in Fiji if visiting c. Copy of Valid ID with Photo Identification d. Parent or guardian’s signature if the customer is below 18 years of age at the time of purchase. 1

Registration Procedure The following are the Standard Operating Procedures that must be adhered to by the following outlets: Registration at all Customer Touch-points, Premium, Dealer Outlets, Tier 1 Shops, Roadshow, Mom & Pop Shops Every customer that purchases a Starter Pack or PIB (Phone in Box) will need to have their numbers registered. For normal registration, customers will need to present a valid photo ID and any of the following will suffice: • Driver’s License ID • FNPF/FIRCA ID • Passport ID • Employee ID • Student ID + Tin Letter • Voter Registration ID • Police ID/Military ID • Customer needs to be over 18 years old (Parent or guardian needs to be present if the customer is below 18 years) Premium Shops and Tier 1 have access to the Web version of the Registration App (http://reg.vodafone.com.fj/MpaisaRegistration/). They will add all required details of the customer, take a photo of the ID using Webcam, and capture the signature of the customer via the signature pad. All dealer outlets, Roadshow, Mom & Pop Shops have been issued with an E-transport Top Up machine or Registration Tablet which has the registration app incorporated. All mandatory fields must be populated with the required customer details, a picture ID must be captured, obtain the customer's signature and upload it. To complete the transaction, the terms and conditions must be accepted before clicking on submit. Registrations at the Airport Shop – Tourist Outlets Walk-in customers that purchase starter packs and or PIB (Phone in Box) at the arrival concourse at the airport are required to register their mobile number/s. While registering these customers the agent will select customer type as “International” and follow the same procedure for registration as Premium and Tier 1 shops. Note: that is mandatory to use their Passport as the Primary ID. Registration PDF Processing Procedure Upon completion of Registration, a PDF of the Captured details is generated. The PDF’s generated and stored in the Consumer Applications Server. They will transfer PDF’s on \\\\therefore\\temp_storage. Invalid Registrations The registration forms will be checked against the total connection done. PDFs will be deemed invalid if any of the following is found: 2

• Incorrect entry of registered name – input of improper Physical Address – (only city is entered). The full residential address must be captured with the proper street address. • Any other mandatory fields that do not reflect correct details. Agents not adhering to the registration procedure will be contacted with evidence of incorrect/invalid entries received, this will be deemed as a first warning, any further reoccurrence will warrant sterner disciplinary action to be taken. All customer details captured must be correct and compliant with the Compulsory Registration of customers for Telephone Services Decree 2010 (Decree No.34 of 2010). Any non-compliance shall be guilty of an offense and shall be liable on conviction to a maximum fine of $200,000. Change of Ownership Process For a change of ownership, both parties (the original owner and the new owner) should be physically present with a valid photo ID. The following needs to be conducted: 1. Verification of original owner by presenting a valid photo ID. 2. Upon confirmation, the signed authorized letter and valid photo ID of the original owner are then retained to confirm the Request for Change of Ownership (Do note, that both the original owner and the new owner and the owner’s name must be stated on the Letter). 3. The agent then calls or emails Customer Care 2IC to request to allow for a change of ownership. 4. Upon confirmation received from the 2IC, the agent can use the registration app to complete the registration process under the New Owner’s name. In the case where the original owner is not physically present, the following must be adhered to: 1. Verification of the Original owner can be done, by an authorization document either a letter or email accompanied by a Valid ID. 2. The ID MUST with documents held by us. 3. Need to add verification via Video Call as well if Party A is not present 4. Upon confirmation of 1, 2 & 3, then follow the same process as mentioned on 3 & 4 above. Another scenario, for change of ownership, is when the registration details do not match with the user details, this usually happens when agents enter incorrect details upon registering the customer. The user can visit retail to notify them of this. The following details must be provided by the user at retail to have the sim registered under their name: • Sim card registration date • Recent recharge date and time and the amount • Notes on CVBS need to be checked for disputes • Verify 5 frequently dial out numbers for the past 3-6 months • The agent then calls or emails Customer Care 2IC to request to allow for a change of ownership. 3

• Upon confirmation received from the 2IC, the agent can use the registration app to complete the registration process under the New Owner’s name. Most importantly, when the registered owner is deceased, the next of kin can request for change of ownership. The following needs to be provided: • Death certificate of the deceased and any valid photo id of the deceased • Next of kin birth certificate to confirm relationship with the deceased and next of kin valid photo id • The agent then calls or emails Customer Care 2IC to request to allow for a change of ownership. • Upon confirmation received from the 2IC, the agent can use the registration app to complete the registration process under the New Owner’s name. Note: 1. To action any change of details, a request must be sent to the 2ICs or Retail Managers to allow the change of ownership. If any action to change is done without prior approval then the following message will pop up that states “number is already registered” 2. Only the 2ICs and Retail Managers have access to allow change of ownership. 3. Authorization from A Party must reach Vodafone HQ within 5 working days. 4. There is NO need to fill out a physical Customer Registration Form for the new owner. 5. It is mandatory to add notes on CVBS reflecting the action taken, this applies to Retail and Tier 1 Outlets. Change of Ownership for Deceased with over $100 in the Mpaisa account • Visit a Vodafone Retail Shop to close the M-Paisa account • Produce a valid photo ID and birth certificate or Marriage Certificate • Produce probate letters of the administrator (if the amount is more than 100 in the M-PAiSA account) • Produce deceased death certificate Escalation process • The agent will request M-PAiSA Team for approval with supporting documents • M-PAiSA team will allow the change of ownership. • The agent needs to register a new customer and activate the M-PAiSA account • The internal audit team will approve the funds to be loaded • Payments team will process (advise customer this process will take 3-4 working day) Change of Ownership with Balance Process 4

Note: 1. M-PAiSA Team, 2ICs, and Retail Shop Managers have access to allow Change of Ownership with and without balance. 2. Where a change of ownership with a balance is conducted, the e-value does not transfer to the new owner. Should the balance be required to be reinstated, the original owner must indicate the number to which the funds will be transferred. Once confirmation is received from the original owner, approval is required from Internal Audit and then the Accounts Receivable Team to load the e-value. This process takes 3 – 5 working days. 3. It is mandatory to add notes on M-PAiSA and CVBS for any Change of Ownership action. Also, state the e-value in your notes before the COO is actioned. 4. For customers with an M-PAiSA balance of $10 or less, a change of ownership with a balance request can be sent to 2IC or Retail shop managers for action. 5. For balances greater than $10, a request will need to be sent to the M-PAiSA team for the removal of the M-PAiSA balance. Appendix Customer buys SP/PIB Agent captures customer details on Agent captures cutomers details on the Registration Registration App via Registration Tablet Completed This later transfered to Registration are saved //therefore and indexed on //therefore Registration steps via Registration Tablet 5

1. Locate and tap on the app icon to open the registration application on the Tablet 2. Enter credentials and tap on Login (this would be the same as the Mpaisa login) 3. You will be directed to the Registration Home page 4. Click on the navigation drawer icon located on the top left of the screen. On the navigation bar select “Mpaisa Registration” 5. Enter the Mobile Number (MSISDN) you wish to register and tap on “Search” 6

6. Select the type of Customer whether it be “local” or “international” and tap on next to Continue 7. Enter Personal details – Name, Surname, Gender, DOB and select Next. 8. Enter Identification (ID) details with the email, alternative number, and Occupation. Select ‘Next’ to continue 7

9. To capture the customer’s ID, select Launch and take a clear photo of the customer’s ID and select ‘Next’ to continue 10. The customer will read the terms & conditions and press Submit 11. Capture Signature, tap on capture signature, and save 8

12. After the signature is captured and click to agree to the terms & conditions. There will be a prompt to indicate that the sim has been successfully registered. 9