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ZICTA  Urges Airtel Network to Compensate all Affected Subscribers 

In response to the recent wave of intermittent network and service outages experienced by Airtel subscribers, the Zambia Information and Communications Technology Authority (ZICTA) has issued a set of directives aimed at addressing the concerns of the affected users and ensuring the improvement of overall network services.

Hanford Chaaba, Manager of Corporate Communications at ZICTA, expressed the Authority’s deep concern over the recent disruptions in the Airtel network. 

In an official statement, Mr. Chaaba conveyed that the Authority has instructed Airtel Networks Zambia Plc to compensate all affected subscribers promptly. 

The compensation is to be in accordance with the approved policy, and the network provider has been given a strict timeline of five (5) days from today, December 8th, 2023, to complete the process.

Mr. Chaaba emphasized that, in addition to compensation, the Authority has directed Airtel to engage with the public transparently. 

Utilizing all available platforms, the network provider is urged to communicate openly about the reasons behind the recent network outages and provide assurances regarding their resolution. 

This directive aims to rebuild trust and ensure a proactive approach to addressing consumer concerns.

Furthermore, Airtel has been instructed to urgently implement measures that will prevent future outages. The company is required to submit a comprehensive long-term plan to ZICTA, outlining strategies to enhance network resilience and prevent similar disruptions in the future.

Mr. Chaaba highlighted the Authority’s commitment to actively monitor the performance of all service providers. Stringent adherence to Quality of Service (QoS) guidelines is imperative, and ZICTA will be vigilant in ensuring that the necessary standards are met.

Members of the public are encouraged to continue reporting any issues related to network unavailability or service quality. ZICTA remains dedicated to addressing consumer concerns and upholding the highest standards within Zambia’s telecommunications sector.

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