Airtel Zambia has issued an apology for the recent service disruptions experienced by subscribers, acknowledging challenges such as unstable network connections, difficulties accessing Airtel Money, and slow or inaccessible internet browsing. This response comes after users faced these issues and expressed frustration with the lack of communication from Airtel.
Following customer complaints, the Zambia Information and Communications Technology Authority (ZICTA) intervened, directing Airtel to compensate its customers within five days for the service shortcomings. Hanford Chaaba, ZICTA’s corporate communications Manager, emphasized the need for transparent communication from Airtel regarding the disruptions and expressed concern over the ongoing network outages.
Airtel, in response to ZICTA’s directive, has committed to compensating affected customers promptly in accordance with the approved compensation policy. The company expressed regret for the disruption and inconvenience caused on the night of December 7th, 2023. Airtel stated that affected customers would receive notifications via SMS regarding the compensation process.
In addition to compensation, ZICTA has instructed Airtel to take immediate measures to prevent future outages and submit a long-term plan to enhance network resilience. The regulatory authority will also monitor the performance of all service providers, including MTN and ZAMTEL, to ensure compliance with Quality of Service (QoS) guidelines.
Airtel’s commitment to addressing the recent service disruptions and compensating affected customers aligns with efforts to enhance transparency and customer satisfaction. ZICTA encourages the public to continue reporting any issues related to network unavailability and service quality for comprehensive monitoring and improvement.
