Table of Contents:
TERMS AND DEFINITIONS ...... 3
WHAT IS RICA? ...... 4
WHAT DOES IT MEAN? ...... 5
RICA PROCESS ...... 6
TARGET MARKET ...... 7
INFORMATION NEEDED TO VERIFY SUBSCRIBER ...... 8
FRAUDULENT DOCUMENTS ...... 11
BUSINESS RULES...... 13
REGISTRATION OF VARIOUS STAKEHOLDER...... 15
SUBSCRIBER REGISTRATION PROCESS ...... 33
Terms and Definitions:
RICA Regulation of Interception of Communications & Provision
Of Communication–Related Information Act
SP Service Provider
ICASA Independent Communication Authority of South Africa
CELL C Mobile Network Operator
VMSA Virgin Mobile South Africa
MVNO Mobile Virtual Network Operator
URL Uniform Resource Locator
What is RICA?
RICA allows for the lawful interception of certain communications carried over the networks of the telecommunications operators (CELL C’s, Telkom, and Internet Service Providers). RICA also distinguishes between ‘direct communications’ (audible, oral communications between two or more people) and ‘indirect communications’ (the transfer of information including messages in the form of speech, music, data, text, visual images and signals)
When will RICA launch in
01 July 2009: Which means that all starter packs purchased after this date will remain inactive pending RICA registration
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Customer Registration Process and Solution:
Information to be collected by RICA Capture Officers:
Cell C will retain the following information on the Registration Officers:
• Full name and surname
• Photocopy of their ID
• Proof of residential address
• Authorised cell phone number (MSISDN)
• Date and time of registration
The Registration Officers appointed by Cell C will register Cell C subscribers by capturing the following subscriber information with reference to the identification document as presented to the Registration Officer:
South African Citizens:
1. Cell phone number
2. ID number
3. Surname
4. First name
5. Address information
6. IMEI (Handset Serial Number)
In respect of foreign persons:
1. Cell phone number (MSISDN)
2. Passport number
3. Country code
4. Surname
5. First name
6. Address informatio
TARGET MARKET:
· all cellphone subscribers living in South Africa
· all pre-paid and post-paid subscribers
· the focus will be on pre-paid subscribers
WHAT INFORMATION IS NEEDED TO VERIFY SUBSCRIBERS?
Verification of Information: SA CITIZEN/PERMANENT RESIDENT
CONSUMERS:
· MSISDN (cellphone number) of Sim Card
· Full Names and Surnames as it appears on:
• green bar-coded ID
• temporary ID certificate (check expiry date)
• ID card (when applicable)
• SA Passport (check expiry date)
· SA ID Number as it appears on:
• green bar-coded ID
· Identity as it appears on:
• Green bar-coded ID
• temporary ID certificate (check expiry date)
• ID card (when applicable)
• SA Passport (check expiry date)
· Address can be validated by checking the following and requesting one of the following documents:
· Residential or Employment Address
• bank statement
• rates and/or electricity account
• phone account
• tv license
• insurance policy
• lease agreement
• new vehicle license agreement
· Subscribers living in an Informal Settlement
• address of nearest school or community centre
• church
• retail store
• where person normally receives their post
• affidavit is acceptable if above is not available
WHAT INFORMATION IS NEEDED TO VERIFY SUBSCRIBERS?
Verification of Information: NON-SA CITIZEN/NON- PERMANENT RESIDENT
CONSUMERS:
· MSISDN (cellphone number) of sim card
· Full Names and Surnames as it appears on:
• passport (please check expiry date)
• refugee document (please check expiry date)
· Passport Number or Refugee as it appears on:
• passport (please check expiry date)
• refugee document (please check expiry date)
· Identity as it appears on:
• passport (please check expiry date)
• refugee document (please check expiry date)
· Issuing Country as it appears on:
• passport (please check expiry date)
· Address:
• address of nearest school or community centre
• church
• retail store
• where person normally receives their post
• affidavit is acceptable if above is not available
Verification of Information: SA CITIZEN/PERMANENT RESIDENT
BUSINESS/CORPORATE/SME:
· MSISDN (cellphone number) of sim card
· Full Name and Surname of authorised company representative as it appears on:
• green bar-coded ID
• temporary ID certificate (check expiry date)
• ID card (when applicable)
• SA Passport (check expiry date)
· SA ID Number as it appears on:
• green bar-coded ID
· Identity as it appears on:
• green bar-coded ID
• temporary ID certificate (check expiry date)
• ID card (when applicable)
• SA Passport (check expiry date)
· Address can be validated by checking the following and requesting one of the following documents:
· Residential or Employment Address
• bank statement
• rates and/or electricity account
• phone account
• tv license
• insurance policy
• lease agreement
• new vehicle license agreement
Verification of Information: NON-SA CITIZEN/NON-PERMANENT RESIDENT
BUSINESS/CORPORATE/SME:
· MSISDN (cellphone number) of sim card
· Full Name and Surname of authorised company representative as it appears on:
• Green bar-coded ID
• Temporary ID certificate (check expiry date)
• ID card (when applicable)
• SA Passport (check expiry date)
· Passport Number as it appears on:
• passport (please check expiry date)
· Identity as it appears on:
• Green bar-coded ID
· Issuing Country as it appears on:
• passport (please check expiry date)
· Address can be validated by checking the following and requesting one of the following documents:
· Residential or Employment Address
• bank statement
• rates and/or electricity account
• phone account
• tv license
• insurance policy
• lease agreement
• new vehicle license agreement
SUSPICION OF FRAUDULENT DOCUMENTS:
• Should you know, suspect or determine that any of the documents given to you for verification are fraudulent, please adhere to the following process
· report the matter to a Police Officer at the nearest Police Station within 24 hours
IMPLICATIONS TO THE CELL C AND YOU IF THE MATTER IS NOT REPORTED:
• Cell C will be fined R 100 000.00 for each day that the matter is not reported
• Any Person (RICA Capture Officer) or customer found guilty of fraud faces a fine or imprisonment not exceeding 12 months
• an employee or RICA Capture Officer of the CELL C who fails to comply and is found guilty of the offense will be convicted and faces a fine or imprisonment for a period not exceeding 12 months
SUBSCRIBER REGISTRATION PROCESS:
Log in:
• RICA Capture Officer logs in using secret PIN
Retrieve MSISDN:
BUSINESS RULES:
• Non-RICA registered sim cards will be able to make calls to specified numbers as well as emergency calls
• Existing post-paid subscribers will have to be re-verified by the 01 January 2011 new post paid registrations will need to be verified and RICA registered
• RICA Capture Officers must follow the correct legal processes for verification of subscriber information
• RICA Capture Officers are personally liable for the registration of fraudulent subscriber information
• RICA Capture Officer must perform face to face verification when Rica registering and capturing subscribers information
• History of all registered information, successful and unsuccessful, will be stored and archived
• Only authorised RICA Capture Officers will be able to verify and register subscribers
• Post-paid subscriber sim cards will remain unregistered until the registration process is completed
• Upon registration, the address details will be that of the actual subscriber
• The subscriber can only register one address to a single MSISDN.
• Should multiple sim cards be used by one subscriber they must be registered individually
• Company registration details must be associated with each individual sim card
• In cases where entire corporate accounts are registered against a single person, sim cards belonging to a stipulated CRM account will be registered. All sub-accounts of the stipulated account will also be registered
• Subscribers already registered, cannot be re-registered unless the registration information is amended
• RICA Capture Officers suspecting fraudulent documentation or processes when registering a subscriber, must report it to the law enforcement agencies within 24 hours
• RICA Capture Officers forgetting their username and password can request that it be reset
• The new username and password will be sms’d or e-mailed to the RICA Capture Officer
• All sim cards de-activated after the 01 January 2011 will only be re-activated once the customer registers and their details have been verified
• A subscriber can de-register by calling the customer services departments of their respective MNO’s or Service Provider’s
REGISTRATION OF RICA CAPTURE OFFICERS
Cell C will appoint Registration Officers, who can register subscribers on Cell C ’s behalf.
The following will be Cell C’s responsibility:
• Recruit, vet and register officers
• Maintain and administer the officer base
• Enable officers to register subscribers
• Commission officers for registering subscribers
ROLES AND RESPONSIBILITIES
Administrator
• The administrator is the highest entity in the hierarchy
• The administrator will have access to all Service Provider, Channels and Branches except the registration of subscribers
RICA Service Provider
• The Service Provider Officer will represent entities such as Cell C SP, VMSA (MVNO) and XSP’s
• The Service Provider will be responsible for the administration of all their Channels, Branch Officers and Operators
• In addition, the Service Provider may capture Rica registration information on behalf of a channel , subject to that channel belonging to the same Service Provider
Rica Channel Officers
• The Channel Officers will belong to entities such as Game, Edcon etc.
• All Channels will be created and linked to a Service Provider
• The Channel Officers will be responsible for the administration of Branch Officers and all Rica Capture Operators in the same channel
Rica Branch Officers
• Rica Branch Officers will be responsible for the administration of Rica Operators in their respective branches only
• The administration will include the registration of Rica Operators
Rica Capture Operators
• Rica Capture Operators will register subscribers as well as register subscribers on behalf of other channels
• The Rica Capture Operator will be linked to a Service Provider e.g.
Cell C SP or VMSA
Rica Operators
• Rica Operators will be responsible for subscriber administration e.g. Subscriber Information
• Rica Operators will belong to a Branch
EXTERNAL REGISTRATION OF RICA CAPTURE OFFICERS:
• External entities such as Corporate Customers and Retail Chains will have processes for managing officers that are administered by these parties.
• This includes processes for creating the officers into the system and also removing the officers when they are longer part of the organisation or the registration process.
• In addition to this, allowance will be made of corporate entities to supply the following:
• Company Registration Number
• Company Name
CORPORATE LIABILITY:
• Some corporate entities will accept sole liability for all services belonging to the corporate to the responsible person of that corporate.
• In the case were this liability is not accepted, a complete subscriber registration process will be instituted by the Corporate Customer internal to that customer.
• As a result, services in this corporate account will not be active unless registered in the RICA database.
REGISTRATION OF RICA CAPTURE OFFICERS:
• All current sales staff in channels, including Spokes, Cell C franchises, Retailers and XSP outlets.
• Any additional Registration Officers to reduce the load on sales staff.
• Registration Officers to register existing subscribers. The amount of training would be based on the predicted number of Registration Officer appointments per month.
• Manage customer and officer queries in Cell C Call Centres and Administrative departments respectively, from the 01 July 2009.
VETTING RICA CAPTURE OFFICERS:
• The vetting of officers added by an external party will only be completed by the RICA administration department.
• Thus, in general officers will only be activated after vetting has been completed by Cell C.
DEBTOR CREATION PROCESS:
• The existing debtor creation process in Oracle financials will be used to create the debtor accounts.
• Only once a debtor has been created in the ERP system can the account be activated in the RICA system.
• This process is required to ensure security checks between personnel responsible for maintaining RICA, and those responsible for maintaining debtor accounts.
RICA CAPTURE OFFICER LOGIN:
• The Clarify user logged in may not necessarily be an officer. Thus it is required for the User to login under the RICA login before a registration request can be completed.
• Login - Registration Officer logs in using secret PIN
PROCEDURES:
• Before any Registration Officer is allowed to register a subscriber, either via the PC application or by the mobile device, the officer is required to authenticate herself/himself onto the system.
• This will be done via the officer’s unique officer number and PIN. Multiple logins will not be allowed via the Web Page, Device or Handset.
• Authorised Registration Officers – Only authorised registration officers may register subscribers.
• This includes post-paid activations.
• Clarify users that are not registered in the RICA system will not be allowed to register subscribers.
ACESSING THE RICA REGISTRATION PAGE
• The URL link to Access the Rica Registration Page is:
• http://ppdsoa.cellc.co.za/RicaAgentRegistration/
LOG IN SCREEN
Step 1:
Enter Username
Enter Password
WELCOME PAGE
Step 2:
The Welcome Page will be displayed
SERVICE PROVIDER REGISTERS: CHANNEL
Step 1:
Capture the following information;
• the Channel Name
• the Channel Physical Address
• the Channel Contact Number
• the Channel E-mail Address
The following will take place:
• the Channel ID
• confirmation sent to the Channel E-mail Address
SERVICE PROVIDER REGISTER: CHANNEL OFFICER
Step 1:
Capture the following information:
• the Service Provider ID
• the Channel ID
A confirmation e-mail will be sent to the Channel E-mail Address with the following information;