Decisive resolution of MTN’s difficulties by the Executive Chairman, backed up by a detailed description of key actions for 2017, show leadership strength and maturity. Building on response to Nigerian crisis, government relations have been improved in most markets (though Uganda and Cameroon disconnections unexplained). New board members elected and governance strengthened, though jury still out regarding the durability of the new board and strength of its culture to tackle future challenges maturely.

Stronger focus on improving service levels and reducing data costs in SA, however reporting on treatment of customers deceptive and contradictory, with insufficient detail to understand gravity of the challenge. Hints of ‘fair treatment’ in response, but lacking in detail. Little discussion around access of products for disadvantaged customers, and the company fails to address underlying issues relating to BBBEE compliance, despite raising this as a key risk. Likewise, an inadequate response to the concern around the protection of customer data, also noted as a key risk.

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