Orange Sierra Leone Opens Customer Service Week with Focus on Trust and Digital Safety

Orange Sierra Leone launched its weeklong Customer Service Week 2026 celebration on 5 October at the Orange Digital Centre in Hill Station, Freetown, bringing together employees, customers, regulators and business partners.

Held under the theme “Going the Extra Mile!”, the programme is intended to reinforce the company’s focus on customer service, stronger relationships and a culture of excellence. The campaign also carries the message “My Customer, My Boss.”

Orange Sierra Leone said activities during the week would recognise employees, engage customers and strengthen partnerships with key stakeholders. Agnes M. Songa of the company’s Human Resources Department welcomed participants by describing employees as central to the customer experience.

“This week is entirely about you. You are the heartbeat of this company, the human face of our brand and you are the heroes who turn complex challenges into seamless solutions,” Songa said.

Service responsibility across the company

Aïcha Touré, Chief Executive Officer of Orange Sierra Leone, said customers assess the company through their overall experience, including whether the network works, services are easy to use and concerns are addressed promptly.

“Customers don’t see our organization, our departments or our processes. They see Orange,” Touré said.

She said customer service should not be treated as the responsibility of one department. Employees in technology, finance, human resources, sales, information technology, marketing, legal and other functions all contribute to how customers experience the company.

“Whether you work in technology, finance, HR, sales, IT, marketing, legal or any other function, you contribute to the customer experience,” Touré said.

She identified faster responses, simpler processes, careful listening and taking ownership of customer concerns as practical ways of going beyond expectations. “Being here for good means being there for our customers, listening to them, keeping our promises and constantly challenging ourselves to do better,” she added.

David Mansaray, Orange Sierra Leone’s Director of Customer Experience, said customers often feel valued through small gestures. He also used the occasion to recognise employees whose contributions may not always be visible.

“Most of that work happens silently, without much recognition. Today, it gives us an opportunity to celebrate those individuals, to tell them that we see you, we appreciate you and we thank you,” Mansaray said.

Mobile money and cybersecurity concerns

The launch also featured discussions on the safety of digital financial services and the resilience of telecommunications networks.

David Borbor, Director General of the Financial Intelligence Agency, said mobile money has made it easier to send and receive funds, pay bills and access financial services. He warned, however, that such systems can also be exploited by fraudsters and criminals.

Borbor discussed safe mobile money use, Know Your Customer requirements and financial crime prevention. He said mobile money operators are reporting entities under Sierra Leone’s anti-money laundering and counter-terrorist financing framework and are expected to report suspicious activity to the FIA.

He urged customers to protect their PINs, avoid sharing confidential information, verify requests for money independently and report suspected fraud quickly. “The message is not that you should not use mobile money. The message is: use it, trust it, but use it safely,” Borbor said.

Richmond Redwood-Sawyerr, Director of Cybersecurity Resilience at the National Cybersecurity Coordination Centre, called for stronger information-sharing between telecommunications operators and the centre. He also urged operators to maintain designated cybersecurity contacts, documented escalation procedures and tested incident-response plans.

“When your networks are secure, our digital economy is secure. When they are attacked, everything, from businesses to public services, is affected,” Redwood-Sawyerr said. He encouraged joint simulation exercises and closer cooperation to improve preparedness.

Regulatory engagement

Smart Ibrahim Kokofele, Director of Regulatory Administration at the National Communications Authority, said quality of service, network coverage and affordability influence customer choice and the competitiveness of telecommunications operators.

Kokofele announced that the authority had planned nationwide consumer engagements to provide additional guidance and invited Orange Sierra Leone to participate.

The launch therefore combined Orange Sierra Leone’s internal service campaign with wider discussions involving regulators and industry stakeholders on consumer protection, digital trust and the resilience of the country’s telecommunications sector.