MTN’s Sustainability chief Nompilo Morafo is dialling up digital rights

The Ranking Digital Rights (RDR) Index examines how the world’s top telecommunications companies’ policies and disclosures affect people’s rights to privacy, freedom of expression and access to information.

This year’s assessment, the first since 2022, ranked the MTN Group second among the 12 multinationals researched.

ESG Global reached out to Nompilo Morafo, the group’s Chief Sustainability and Corporate Affairs officer, with three clever questions about sustainability and digital rights, disconnecting from technology and data protection.

Leading sustainability for Africa’s biggest telecom operator is a massive job. How do you personally protect your own right to disconnect and switch off?
Leading sustainability across MTN’s diverse footprint is both demanding and deeply rewarding. I’ve learned that maintaining perspective is essential – not only for personal wellbeing, but for making better strategic decisions.

Creating space to disconnect allows me to return with greater clarity, creativity and purpose. Time with family, opportunities for reflection and moments away from the pace of technology help me lead with greater intention.

As a parent, I see first-hand how quickly children are embracing digital technologies and AI. While these innovations create incredible opportunities to learn, connect and thrive, they also reinforce the importance of continuously strengthening the protections that help children navigate the digital world safely. Balancing innovation with responsibility is not only a professional priority for me – it is also deeply personal, and it reminds me every day why building a trusted digital future matters.

Under the RDR Index, MTN’s user data protection scores went up. What specific changes did you make to protect customer data?
Over the years, MTN has significantly and deliberately strengthened its approach to data privacy and protection, setting up a Group Privacy Office and embedding robust governance, controls and accountability across the Group.

Following exponential growth in data use during the pandemic, in 2022 we started implementing an internal programme to overhaul and elevate our data privacy and protection controls. A blueprint for privacy management and compliance guidance across all jurisdictions, the programme (internally known as Project Guardian) was designed in line with international best practice and supported by a strengthened Group Data Privacy and Protection Policy.

Data privacy at MTN then transitioned into being business-as-usual, as we embedded responsibility for protecting personal data across day-to-day operations. This ensures that privacy considerations are integrated throughout the data lifecycle, from collection and use to storage, sharing and disposal. This is fundamental to maintaining the trust of our customers and upholding the right to privacy more broadly.

In 2025, the Group Privacy Office continued to roll out data privacy awareness campaigns across all markets, reinforcing core data privacy principles, regulatory obligations and employees’ day-to-day responsibilities when handling personal data.

This was – and still is – accompanied by continuous learning sessions as well as ongoing collaboration with key stakeholders, such as MTN’s Information Security and AI teams. This ensures that data privacy is embedded in our broad risk management, technology and innovation practices.

What is your next major goal for MTN’s sustainability and digital rights strategy?
At MTN, our purpose, of leading digital solutions for Africa’s progress, is our compass. The foundation of our sustainability work is that we connect people through our networks and platforms, and we drive financial inclusion through our fintech offerings.

Under our new Ambition 2030 strategy, we are broadening our shared value focus to ESG leadership; inclusive technology; the formation of an MTN Group-level Foundation; and wider socioeconomic development impact.

Included in ESG leadership is continued work to reduce emissions; increase broadband coverage; and protect human rights.

Inclusive technology means leveraging AI for greater digital access and adoption; ensuring AI practices are ethical and responsible; and facilitating the deployment and scaling of AI in developmental sectors for greater socioeconomic impact.

The work of our new MTN Group Foundation starts with ensuring that more Africans have the digital skills required for digital jobs. We also want to make smart devices more affordable to more people. With the goal of co-creating high-impact programmes to deliver measurable socioeconomic impact, we plan to leverage our global partnerships.

Innovation must drive inclusion and strengthen the protection of human rights: trust will be a defining differentiators of digital leadership. As technology evolves, so too must our governance. Our AI position is founded on responsible innovation, with principles of human oversight, transparency, fairness, accountability, privacy and security guiding how AI is developed and deployed across our business.

At the same time, the rapidly changing cybersecurity landscape requires us to continually strengthen our privacy policies, governance, detection capabilities and technical controls to protect customer data and build resilience against emerging threats.

We also recognise that digital rights continue to evolve through challenges such as internet shutdowns and service restrictions, which can impact freedom of expression and access to information.

Our policies and due diligence processes must continue to adapt to these realities, while greater collaboration across governments, industry and civil society is needed to help ensure critical services remain available wherever possible.

We are committed to making essential services more affordable, including through zero-rating. This, as well as greater transparency around algorithms, can play a role in expanding digital and financial inclusion across Africa.