ZICTA ORDERS AIRTEL TO COMPENSATE CUSTOMERS K4 MILLION FOR INTERNET DISRUPTION
The Zambia Information and Communications Technology Authority (ZICTA) has directed Airtel Networks Zambia Limited to compensate all customers affected by the data outage on Sunday, February 2, 2025.
In a public notice, ZICTA Corporate Communications Manager Hanford Chaaba stated that the authority has also ordered Airtel to expedite the upgrade of its network infrastructure, particularly at critical data centers, to enhance network resilience by February 28, 2025.
Additionally, Airtel must implement measures to prevent recurring network outages and strictly comply with Consumer Protection Guidelines.
While I welcome the move by ZICTA to fine Airtel for poor service, I however think all the three mobile service providers should face the same penalty because their mobile services are currently pathetic at the moment especially MTN. It’s about time ZICTA became serious and start holding these companies accountable.
Well done ZICTA. That is holding people and institutions accountable.
Dont take your customer for a ride. As for MTN I had a situation where I was issued a sim card and when I transacted on their mobile services after two transactions, I was told that the mobile money account belonged and was registered to someone else, and yet the Sim card was in my name. What system would allow that to happen?
To top it off. They wanted me to trek between their offices at my cost to resolve a problem that they had created at MY COST!. The absurdity of Zambian institutions who treat customers without due regard.
So thank you ZICTA. Its about accountability and poor customer care.
I feel airtel and MTN should have been fined equally. Infact MTN are the worst.
As for MTN, even picking calls on their customer care lines is a night mare.
Even momo services are pathetic. For example, if you send money to a wrong recipient they just indicate the names of the recipient without their numbers but when you try to request for a reversal, they demand you to indicate the number.
It’s high time ZICTA took a close eye on these organisations especially MTN.
In my view airtel even their network is much
more reliable than MTN. We pay money for these services.