UCC Issues Guidelines to Address Challenges in SIM Card Replacement and Registration*

*By John Kusolo*

The Uganda Communications Commission (UCC) has issued new guidelines aimed at mitigating operational challenges faced by telecom operators and customers during the replacement, registration, and swapping of SIM cards. These measures target scenarios such as loss of National Identity Cards (National IDs), absence of biometrics, or unreadable fingerprints. The guidance ensures a streamlined process while maintaining security and compliance with registration requirements.

1. Replacement, Swapping, Editing, or Upgrading of SIM Cards

To enhance accountability and curb fraud, the UCC has directed that SIM card services such as replacement, editing, swapping, or upgrading must adhere to the following procedures:

Service Centers: All SIM card-related activities must be conducted at telecom operators' customer service centers or designated agent shops.

Physical Appearance: Customers are required to physically appear at these centers for identification.

Ownership Verification: The replacement, swap, or upgrade will only be done in the name of the person in whose name the SIM card was originally registered at the time of loss or damage.

This measure ensures that only the rightful owner can access or alter the status of a SIM card.

2. Guidelines for Customers Who Have Lost Their National IDs

In cases where a customer loses their National ID, the following steps must be followed:

Report to Police: Customers must report the loss of their SIM card to the nearest police station and obtain a confirmation letter regarding the loss.

Present Letter to NIRA: This police letter should be presented to the National Identification and Registration Authority (NIRA) to obtain a letter confirming the customer’s registration on the national register.

NIRA Letter to Telecom Operators: The NIRA letter, addressed directly to the concerned telecom operator, serves as confirmation of the customer’s identity and eligibility for SIM card services.

Physical Appearance: The customer must physically visit the telecom operator’s service center or a designated agent shop to complete the process.

3. Customers Without Biometrics

For customers who lack biometrics, the following provisions apply:

National ID or Equivalent Documents: If the customer has a National ID, asylum seeker card, or refugee card explicitly stating the absence of biometrics, they must present the original document to the telecom operator’s service center.

This provision ensures inclusivity for individuals who cannot provide fingerprints due to medical or physical reasons.

4. Customers With Faded or Unreadable Fingerprints

Over time, fingerprints may fade or become unreadable. For such customers, the UCC has outlined the following process:

*Validation Letter:* Customers must obtain a validation letter from NIRA (for Ugandan nationals) or the Office of the Prime Minister (OPM) for asylum seekers or refugees.

Letter Requirements: This validation letter, addressed to UCC, must confirm that the customer appears on the national register or OPM database, despite their unreadable biometrics.

UCC Verification: Upon receiving the validation letter, UCC will verify its authenticity and authorize the telecom operator to register or provide the required SIM card service.

Exclusions

It is important to note that these guidelines do not apply to customers registering a new SIM card without a valid National ID. New SIM card registrations continue to require a valid National ID as a mandatory document.

The UCC’s guidelines reflect its commitment to ensuring seamless customer experiences while safeguarding the telecom ecosystem against fraud and identity theft. These measures ensure that only verified customers can access SIM card services, fostering trust and operational efficiency in Uganda’s telecom sector.

By addressing unique scenarios like loss of documents or absence of biometrics, UCC has demonstrated a balanced approach that emphasizes inclusivity, security, and compliance. Customers and telecom operators are encouraged to familiarize themselves with these guidelines to ensure smooth processing of SIM card-related requests.

For further details, customers are advised to contact their respective telecom operators or visit the UCC’s official website.