The telecoms regulator has instructed Airtel Zambia to give a full report on the reason of the service outages that occurred this week, as well as mitigation measures to prevent future occurrences.
The regulator, Zambia Information and Communications Technology Authority (ZICTA), informed the public that it is aware of the poor Quality of Services being provided by some service providers in the ICT sector and takes it seriously.
It said it is putting in measures to address the poor Quality of Service.
ZICTA said in a statement: “In particular, the Authority wishes to inform the public that we noted the interruption in data services experienced on the Airtel Network on Tuesday, June 10, 2025, in Lusaka and Central provinces, from approximately 17:30 hours to 23:00 hours.”
To this effect ZICTA said it summoned Airtel management, which is led by Hussam Baday, the telco's managing director, for a meeting and has since directed them to provide a detailed report on the cause of the service interruptions and mitigation measures to prevent reoccurrence.
It continued: “The Authority may mete out the relevant sanction on Airtel including mandating them to pay outage credits in line with the consumer protection guidelines.
“The Authority has been undertaking a thorough assessment of the incident in line with the provisions of the Consumer protection and Quality of Service Guidelines, which mandate all service providers to maintain service continuity and ensure prompt communication with customers during service interruptions.”
ZICTA went on to say it “is deeply concerned with the poor quality of service by ICT service providers and wishes to caution them to ensure strict adherence to the Consumer Protection and Quality of Service guidelines failure to which sanctions will apply.”
According to the regulator, it remains committed to protecting consumer rights, promoting the delivery of high-quality ICT services across the country, and maintaining an enabling environment in the sector.
Share
