1. Customer calls into Call Centre Agent / Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Customer walks into retail store Customer emails to report Lost/Stolen Device E-Desk administrator contacts customer telephonically Agent advises customer of the required verification and updates SSS Agent logs the query on ICAP/ HP Service Desk and updates SSS with ref # Network provides feedback via trouble ticket closure Network investigates and contacts customer AAP Technical Support call center agent calls customer and confirms Network feedback

2. Customer calls into Call Centre Agent / Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Customer walks into retail store Customer emails to report Lost/Stolen Device E-Desk administrator contacts customer telephonically Agent advises customer of the required verification and updates SSS Agent transfers to Team manager Team manager contacts customer to advise of reference number, TATs and updates SSS Team manager calls MTN coverage department and updates SSS with reference number AAP Technical Support call center agent calls customer and confirms Network feedback Network provides feedback via trouble ticket closure Network investigates and contacts customer

3. Yes No Agent checks for status on SSS/ Network’s systems Feedback to customer with resolution and update SSS tickler Feedback available? Yes No Customer lodges an escalation using an APC touch point Agent / Administrator verifies customer with CV-1 verification CV-1 verification successful? Advise customer of verification requirements & update SSS ticklers Agent transfers call to THD (23780) AAP Technical Support escalates to Networks account manager via email and advise customer of processes/ TATs