ZICTA to Take Action on Airtel For Failing to Meet Quality Service Standards

Minister of Technology and Science says Zambia Information and Communications Technology Authority (ZICTA) is poised to take decisive action on Airtel, for failing to meet quality service standards during a recent connectivity outage.

According to Felix Mutati, potential penalties may involve financial fines, mandated customer compensation, and a comprehensive review of the operator’s licensing terms to ensure that Zambians receive the service quality they rightfully deserve.

Delivering a ministerial statement to Parliament on the state of mobile network services in Zambia, Mr. Mutati acknowledged the pressing concerns raised by citizens regarding the quality of telecommunication services, particularly those provided by Airtel.

He said Government had identified several connectivity issues affecting Airtel’s services, which include frequent call drops, unstable voice connections, poor mobile internet performance, especially during peak hours, and extensive outages.

“These challenges infringe upon established consumer protection guidelines and pose a significant threat to the digital transformation agenda that the government has set forth,” Mr. Mutati stated.

Mr. Mutati was responding to an urgent matter without notice raised by Moomba Member of Parliament Fred Chaatila, on Thursday, 13th June, 2025 who highlighted the consequences of poor connectivity.

He stated that government is actively working to upgrade services to 4G in Moomba, where the mobile network primarily operates on outdated 2G technology.

“Both Airtel and Zamtel provide connectivity in the area, and plans are underway to implement local roaming to bolster network reliability and address the issues raised by the local representative,” he said.

Mr. Mutati affirmed government’s commitment to ensuring that every Zambian has access to reliable mobile services as its vision is to enhance the quality of life for the citizens through comprehensive communication services.

“To facilitate this transformation, the government is undertaking numerous initiatives, including the construction of 82 new 4G communication towers, with 57 already operational,” he added.