Orange Sierra Leone Launches Customer Service Week 2026

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

The observance is being held under the theme “Going the Extra Mile!” and includes activities designed to recognize employees, engage customers and strengthen relationships with key stakeholders.

Opening the event, Agnes M. Songa described employees as central to the company’s relationship with its customers. “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,” she said.

Customer responsibility across the company

Orange Sierra Leone Chief Executive Officer Aïcha Touré said customer service should not be limited to staff who deal directly with customers. She said the experience customers receive is shaped by employees across the organization, including those working in technology, finance, human resources, sales, information technology, marketing and legal functions.

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

She also urged the company to make the “My Customer, My Boss” campaign part of its organizational mindset. According to Touré, going the extra mile means listening to customers, keeping promises and continually seeking better ways to serve them.

David Mansaray, Director of Customer Experience, said customer satisfaction is often influenced by simple actions that make people feel valued, heard and understood. He added that much of the work supporting customer experience takes place without public recognition.

“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.

Focus on mobile money safety

The launch also addressed risks connected to the growing use of mobile money. 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, while warning that the systems can also be exploited by fraudsters and criminals.

“The message is not that you should not use mobile money. The message is: use it, trust it, but use it safely,” Borbor said.

He urged customers to protect their personal identification numbers, avoid sharing confidential information, independently verify requests for money and report suspected fraud quickly. Borbor also 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 activities to the Financial Intelligence Agency.

He emphasized that reliable Know Your Customer information can make it more difficult for criminals to conceal their identities and can help authorities trace suspicious activity.

Call for stronger cyber cooperation

Richmond Redwood-Sawyerr, Director of Cybersecurity Resilience at the National Cybersecurity Coordination Centre, said telecommunications companies are essential to Sierra Leone’s digital economy because businesses and citizens rely on networks for communications, data and digital services.

“When your networks are secure, our digital economy is secure. When they are attacked, everything, from businesses to public services, is affected,” he said.

Redwood-Sawyerr called for stronger information-sharing between telecommunications operators and the National Cybersecurity Coordination Centre. He also urged operators to maintain designated cybersecurity contacts, documented escalation procedures and tested incident-response plans, alongside joint simulation exercises and closer cooperation.

“Our goal is a response that is fast, joined-up and not improvised,” he said.

Smart Ibrahim Kokofele, Director of Regulatory Administration at the National Communications Authority, identified quality of service, network coverage and affordability as major factors influencing customer choice and competition in the telecommunications sector.

Kokofele said the authority had planned nationwide engagements to provide additional guidance to consumers and invited Orange Sierra Leone to participate.

Orange Sierra Leone said the week would reinforce responsiveness, innovation and customer-focused service delivery, with commitments to faster responses, simpler processes, careful listening and taking ownership of customer concerns until they are resolved.