22 July 2025

The Zambia Information and Communications Technology Authority (ZICTA) has instructed Airtel Zambia to submit a comprehensive report explaining the recent service disruptions and outlining measures to prevent future outages.

The regulator responded to concerns over deteriorating service quality by summoning Airtel management, led by Managing Director Hussam Baday, following a data service interruption in Lusaka and Central provinces on 10 June.

ZICTA emphasized its commitment to safeguarding consumer interests and maintaining high-quality ICT services. In its statement, the authority acknowledged the poor Quality of Service (QoS) experienced by some providers and assured the public that it is actively implementing measures to address these issues.

The regulator signalled its readiness to enforce sanctions if service providers fail to comply, including requiring Airtel to pay outage credits in line with consumer protection guidelines. It also clarified that a thorough assessment of the incident is underway, in accordance with the Consumer Protection and Quality of Service Guidelines, which obligate providers to ensure service continuity and communicate promptly with customers during outages.

ZICTA expressed deep concern over the sector’s QoS and warned service providers to adhere strictly to regulatory standards. The authority reaffirmed its dedication to protecting consumer rights, fostering high-quality ICT services, and creating a conducive environment for sector growth and innovation.