In March 2025, Thirdsan was honoured to attend the inaugural Telecommunications CEO-Consumer Forum, hosted by the Uganda Communications Commission (UCC) at the Mestil Hotel in Kampala. This landmark event marked the first in what is set to become an annual tradition — one that brings telecom sector CEOs directly to account before the consumers and regulators they serve.

About the Forum

The Telecommunications CEO-Consumer Forum was conceived around a powerful idea: that the leaders of Uganda's largest communications companies should sit in the same room as the people affected by their decisions. The forum brought together industry CEOs, regulators, advocacy groups, government officials, and — most importantly — consumers, in a structured dialogue around service quality, accountability, and the future of digital access in Uganda.

At its heart, the forum was a commitment to closing the gap between boardroom decisions and everyday experiences — ensuring that critical issues like affordability, network reliability, data privacy, and innovation move from discussion to real action.

Key Discussions and Insights

Consumer Rights and Service Accountability

The forum opened a frank conversation between Uganda's telecom leaders and their customers. Persistent issues — dropped calls, inconsistent data speeds, and opaque billing practices — were placed squarely on the table. The UCC emphasised that accountability is not optional: sector CEOs are expected to provide measurable answers on quality of service, network coverage, pricing, and the innovations being delivered to consumers.

Data Privacy and Digital Ethics

The UCC used the forum to reinforce a principle that Thirdsan holds firmly: personal data belongs to individuals, not to institutions. Leaders were urged to strengthen data protection practices, particularly as AI-driven systems and digital identity platforms become more embedded in everyday life. The message was clear — trust is earned through transparency and ethical handling of consumer data.

Voices from the Industry

Sylvia Mulinge, CEO of MTN Uganda, captured the spirit of the forum well: "This is a pivotal moment for Uganda's telecommunications landscape. It's more than just a conversation; it's about transparency, accountability, and real action to elevate service quality while strengthening consumer protection. A stronger, more inclusive telecom industry starts with conversations like these. The true measure of success will be the impact we create together."

Mr. Sahu, Managing Director of Airtel Uganda, outlined concrete steps Airtel has taken — innovations in self-care, investments in network agility, and progressive reductions in the cost of communications. He acknowledged openly that room for improvement remains, particularly in network capacity, consumer education on new technologies, and operational transparency.

SIM Card Policy and Regulatory Harmonisation

One of the actionable outcomes from the forum was agreement among stakeholders on the need to harmonise the regulated inactive period for SIM cards across telecoms and other service providers. Currently, telecoms recycle SIM cards after 90 days of inactivity — a policy with significant implications for consumers who may lose their numbers, and for businesses integrated with those numbers.

Facebook Restoration

The forum also touched on the ongoing suspension of Facebook in Uganda since 2021, with UCC indicating that discussions with Meta are progressing and moving toward a resolution.

Distinguished Attendees

The forum was attended by senior figures from across Uganda's government and regulatory landscape, including:

  • Dr. Chris Baryomunsi — Minister of ICT and National Guidance
  • Dr. Aminah Zawedde — Permanent Secretary, Ministry of ICT & National Guidance
  • George William Nyombi Thembo — Executive Director, Uganda Communications Commission
  • Dr. Tumubweine Twinemanzi — Executive Director, National Payment Systems, Bank of Uganda

Hon. Minister Dr. Chris Baryomunsi closed by expressing gratitude to all participants and reaffirming the government's commitment: "The digital future is indeed here and we remain committed to improving service delivery, enhancing customer experience, and driving innovation that meets the evolving needs of Ugandans."

Thirdsan's Reflection

For Thirdsan, attending the inaugural Telecommunications CEO-Consumer Forum was more than an industry event — it was a reminder of why what we build matters. Every POS system, payment integration, website, and software platform we deliver connects businesses to the same digital infrastructure being discussed in that room. When telecoms improve, when data costs fall, when consumers trust digital services more — our clients benefit directly.

We are proud to operate within Uganda's growing digital ecosystem, and we are grateful to the UCC for creating this space for accountability, dialogue, and progress. We look forward to the forum's next edition and to the continued transformation of Uganda's communications sector.