1. VODACOMS PRESENTATION TO THE PARLIAMENTARY PORTFOLIO COMMITTEE CONSUMER ISSUES 5 NOVEMBER 2002

2. INTRODUCTION Vodacom thanks Parliament The CONSUMER is the most important part of our business!

3. OUTLINE Customer Focus Critical success factors Network - Coverage, Capacity and Quality Products and Tariffs Customer Care

4. CUSTOMER FOCUS LICENCE REQUIREMENTS : Network - Coverage, Capacity, Quality Products and Tariffs Customer Care Vodacom has met all requirements and Reports to ICASA bi-annually

5. CUSTOMER FOCUS Vodacom is also committed to democratise telecommunications in South Africa!

6. CUSTOMER FOCUS Democratisation is succeeding 12 million cellular subscribers in only 8 years Gross Connections per annum exceed 3m Vodacom subscriber base – 7,3m customers 100m min/month Community Services

7. Cell C Market entry

8. NETWORK Coverage, Capacity and Quality

9. NETWORK Technical Licence Requirements

10. NETWORK Factors affecting Quality of Service Currently the primary factors affecting quality of service are: Non-availability of 1800MHz spectrum Delays due to environmental impact assessment and local authority approval (up to 3 years) Handsets Jamming Devices Transmission Failures

11. NETWORK 1800MHz Spectrum 1994 - 11 MHz 900 Mhz spectrum for 250 000 customers 2002 - still 11 MHz for 7,3 m customers – Plus Cell C Roaming traffic

12. NETWORK 1800MHz Spectrum 1800 Spectrum benefits Capacity and Quality of service in high traffic areas will improve dramatically in the most cost effective way Interference between cells will decrease, dropped calls and call set-up failure will reduce

13. NETWORK QUALITY TRADE-OFFS

14. NETWORK Handsets Rapid evolution of technology –pros and cons Vodacom Licence : ensure that only GSM handsets are connected Vodacom has heavily invested in testing equipment Only endorse phones that perform up to standard

16. NETWORK Handsets Phone performance varies from model to model, e.g. Some phone have very directional antennas which result in poorer RF performance Phone performance degrades with age and (ab)use, eg dropping phone Almost half of calls drops as a result of Handset problems / damage

17. NETWORK Handsets Grey phones are still filtering into RSA Vodacom recommend scientific type approval by ICASA Type approval standards of GSM Certification Forum should be recognised

18. NETWORK Jamming Devices Jamming prevents the use of cellphones in certain areas. Transmit noise signals that interfere with the ability of cellphones to receive signals from mobile base stations. Jamming is an illegal practice

19. Vodacom continuously improve an already high standard of service by extensive capital investment in network

20. NETWORK Conclusion Finally, Vodacom compares favourably with the best in the world

21. COMPARISON OF PERFORMANCE

22. PRODUCTS AND TARIFFS

23. CUSTOMERS ARE PROTECTED! Cellular tariffs are regulated Tariffs are lodged with ICASA New tariffs Tariff increases Vodacom may not increase any tariff plan by an amount greater than the % year on year increase in the CPI.

24. PRODUCTS AND TARIFFS Vodacom has not fully utilised its right to increase by CPI E.g. Vodago pre-paid was launched in Nov 1996 @ R2.75 per minute at all times Only peak tariff increased once to R2.85 per minute, whilst the off-peak tariff was reduced by 44% to R1.55 per minute CPI increases would have been R4.11 per minute peak and off-peak!!!

25. Twenty-one tariff plans designed to meet every need of the customer Contract and Pre- paid tariff plans A Contract Package without any monthly subscription – pay for usage only Incoming call only tariff plan High, Medium and Low usage tariff plans (bundled minutes) Per minute or per second tariff plans Freechange between pre- paid tariff plans once every 30 days Tariff plans for specific usage preference - voice, sms or data Tariff plans depending on peak or off-peak usage Migration between contract tariff plans

26. Smartstep Vodago Frequent S Frequent Business Business STalk 500 S Talk 1000 S Talk 120 Talk 100 S Talk 200 S Talk 240 Weekender Weekender S Family S Messenger 4U Contract 4U Prepaid Customers across all tariff Plans

27. PRODUCTS AND TARIFFS VODACOMs COMMUNITY SERVICE Original licence bid approved 99c/min Outgoing calls less than 70c/min for 8 years despite CPI increase of more than 50%. 100 million outgoing minutes p/month Only 22 000 phones More minutes than of total 6 million pre-paid customers

28. CUSTOMER CARE

29. Vodacoms licence provides for: Publication of a Code of Practice for Consumer Affairs and Guidelines and Procedures for Enquiries and Complaints (see information pack for copy) Bi-annual report on Customer Care statistics submitted to ICASA

30. CUSTOMER CARE Customer Care is a Vodacom priority! 365 days a year; 24 hours a day 4 state-of-the-art Call Centres 50+ different integrated systems One-stop solution: integration of Customer Care of Vodacom Network & Service Provider Co. 1,000 full time staff

31. CUSTOMER CARE Customer Care staff are: Recruited according to countrys demographics, incl. physically disabled Extensively trained Continuously measured Rewarded in terms of incentive bonus scheme

32. CUSTOMER CARE Quality of Service Matters: Recording all call interactions Evaluate 9700 calls monthly

33. CUSTOMER CARE Sensitive to Customers needs: Call agent interaction in Zulu, Xhosa, Sotho, English, Afrikaans Listen to and implement Customer suggestions

34. CUSTOMER CARE Walk-In Customer Care Centre Open 7 days a week!

35. Vodacom strives for excellence and will continually improve its Customer Care Our commitment to the Customer

36. THANK YOU