As part of activities marking this year’s Customer Service Week, MTN Ghana has reaffirmed its commitment to making digital connectivity accessible to all, especially persons with disabilities.
Speaking at a customer care outreach event in partnership with the Ghana National Association of Persons with Disability (GNAPD), the General Manager for Sustainability and Shared Value at MTN Ghana, Mr. Isaac Mate, said inclusion remains at the heart of the company’s service strategy.
“This year, our celebrations centre on inclusion. We’ve partnered with the Ghana National Association of Persons with Disability to host this forum for our differently abled customers because inclusion is the foundation of great service,” he said.
Mr. Mate noted that according to the Global System for Mobile Communications Association (GSMA), about 1.3 billion people worldwide live with disabilities, yet they remain significantly less likely to own mobile phones or use mobile internet than non-disabled people.
He warned that ignoring this “mobile disability gap” could leave millions behind in the digital future.
Under the theme “We Listen, We Care, We Do,” the event provided a platform for persons with disabilities to share their experiences, challenges, and expectations in accessing MTN’s services.
“We want to hear your experiences – both the moments we excelled and where we fell short. Listening is the first step towards inclusion,” he emphasized.
He further explained that MTN is implementing the GSMA’s Principles for Driving the Digital Inclusion of Persons with Disabilities, which include updating MTN’s digital platforms to work seamlessly with assistive technologies, training staff in basic sign language, and collaborating with device manufacturers to make accessible phones more affordable.
MTN is also expanding its network coverage to underserved areas and developing more accessible self-service and payment options tailored to the needs of visually, hearing, and mobility-impaired customers.
“Care means meeting your unique needs. We’re here with product specialists and accessibility experts to demonstrate features like voice-activated menus and screen-reader support. We want everyone, regardless of ability, to access our services with ease,” he added.
Beyond customer service, Mr. Mate stressed that MTN Ghana is fostering inclusion internally by recruiting and supporting employees with disabilities and training staff to provide empathetic and respectful service.
He also linked MTN’s sustainability agenda to its inclusion efforts, noting that the company’s initiatives in renewable energy, device recycling, and digital literacy programmes aim to empower marginalized groups and promote equitable participation in the digital economy.
“Customer Service Week is a time to celebrate, but it’s also a call to listen more closely, care more deeply, and act more boldly. Together, we can close the mobile disability gap, expand digital opportunities, and build a truly inclusive digital Ghana,” he added.
National President of the Ghana National Association of the Deaf (GNAD),Mr. Matthew Kubachua, commended MTN Ghana for dedicating its Customer Service Week to accessibility and inclusion.
“Your decision to mark this week with a special focus on accessibility demonstrates a genuine commitment to inclusion and equal participation for all,” he said.
Mr. Kubachua explained that GNAD represents over 470,000 Deaf and Hard of Hearing individuals in Ghana, working to promote human rights, education, and access to information through Ghanaian Sign Language.
He highlighted the challenges Deaf customers face when accessing mobile services, including the lack of video or sign language options in customer service channels.
“For Deaf customers, resolving issues such as SIM blocks or wrong mobile money transfers is often more difficult due to inaccessible service lines. This forces them to rely on others, compromising their independence,” he lamented.
He cited a case where GNAD’s Executive Director was unable to recover funds sent to a wrong number because customer support required a voice call—a service inaccessible to the Deaf.
Mr. Kubachua, therefore, appealed to MTN Ghana to establish a dedicated Deaf Customer Service Line, staffed by individuals fluent in Ghanaian Sign Language, including Deaf persons themselves.
“Such a service will not only enhance digital inclusion but also empower Deaf customers to access support independently and confidently,” he said.
He reaffirmed GNAD’s readiness to collaborate with MTN Ghana to build a more inclusive digital ecosystem where “no one is left behind.”
The outreach session formed part of MTN’s broader mission to promote sustainability and shared value, ensuring that digital transformation benefits everyone, regardless of ability.
The outreach event forms part of MTN’s broader efforts to bridge the accessibility divide and promote digital inclusion across Ghana.
