UCC Clarified On Replacement Of SIM Cards For Customers That Lose National IDs, Registration And Replacement Of SIM Cards For Customers Without Biometrics.

The Uganda Communications Commission has issued guidelines to telecom operators and customers on replacement, edit, swap or upgrade of SIM Cards when the customer has lost the National Identity Card.

This follows several complaints from the customers about the challenges on SIM Card replacement for those that have lost both the National ID and the SIM Card.

 "UCC has  noted some operational challenges faced by operators and customers specific to the replacement of SIM Cards for customers that lose National Identity cards, and the registration and replacement of SIM Cards for customers without biometrics".Reads part of the document issued by the Communications Regulator.

UCC has however noted that , to mitigate the challenges associated with this scenario, there are guidelines that should be followed:

A SIM card replacement, edit, swap or upgrade shall be done at customer service centers operated by telecom operators.

An applicant for replacement, edit, swap or upgrade of a SIM card shall physically appear at the telecom operators’ customer service center or at the designed agent’s shop.

 SIM card replaced, swapped or upgraded shall be issued in the names of the person in whose name the SIM card was registered at the time of the loss or damage.

When you have lost your National ID,

Report SIM Card loss to the nearest police station and furnish the telecom service provider with a letter from Uganda Police confirming the loss. 

Present a letter from the Police confirming the loss of National ID to NIRA. Get NIRA letter confirming to your telecom operator registration on the national register.

The letter from NIRA must be addressed directly to the concerned telecom operator. Physically appear at the telecom operator’s service centre or designated agent shop for physical identification.

 This guidance applies to customers swapping, editing and replacing a SIM Card. It does not apply to customers registering a new SIM Card without presenting a valid National ID.

When a customer has no thumbprint or biometrics

Where the person claiming not to have biometrics obtained a National ID, asylum seeker’s card or refugee card, which clearly indicate that he or she does not have biometrics, such a person should present to the telecom operator’s customer service centre his or her original National ID, asylum seekers card or refugee card. 

When your fingerprints have faded or become ineligible over time

 For customers whose fingerprints faded or became ineligible after the issuance of their National ID, asylum seeker card or refugee card; Obtain a validation letter from NIRA for Ugandan nationals, or from the Office of the Prime Minister, for holders of asylum seeker cards or refugee cards. The validation letter from NIRA or OPM shall be addressed to UCC and should clearly state the customer’s particulars and confirm that he or she appears on the National register or in the OPM database, but the customer’s biometrics are no longer readable.

UCC shall verify the letter’s