07 November 2025
The Zambia ICT Authority (ZICTA) has issued a stern warning to the country’s telecom operators, demanding immediate improvements in service quality or face potential sanctions.
During a press conference on 4 November, ZICTA outlined several directives aimed at enhancing network performance, especially in rural and underserved regions.
Operators are instructed to boost capacity and coverage, with particular emphasis on deploying reliable backup power solutions at all central sites. The regulator advocates for the adoption of renewable energy technologies, such as solar or hybrid systems, to ensure continuous service during power outages and increase resilience against disruptions.
Infratel and IHS, key infrastructure operators, have been given a strict 21-day deadline to submit detailed, actionable plans to equip all communication towers with redundant systems to prevent service interruptions.
“The Authority will not compromise on quality. We will use our regulatory powers against any operator that fails to meet prescribed service thresholds. The time for excuses is over. We are actively monitoring performance, and all service providers will be held accountable,” stated ZICTA.
This crackdown comes amid ongoing consumer complaints about dropped calls, poor internet connectivity, and unstable coverage, which authorities say are adversely affecting daily life, productivity, and public confidence in digital transformation efforts.
In 2025, ZICTA already imposed fines on operators — Airtel Zambia was fined 4 million kwacha (approximately US$180,000) in February, and in June, Airtel paid an additional 5.2 million kwacha plus a fine of 828,000 kwacha and issued a public apology. MTN Zambia was also fined 800,000 kwacha in March for service unavailability.
While the regulator did not specify exact enforcement actions, the 2009 ICT law stipulates that non-compliance with minimum service standards could result in hefty fines, including up to four million penalty units and daily penalties of 400,000 units for continued violations. ZICTA’s firm stance signals a decisive effort to improve telecom service quality and restore consumer confidence across Zambia.
