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ZICTA Orders Airtel Zambia to Compensate Customers After Widespread Network Outage

February 5, 2025
1 min read
Author: Aayushya Ranjan

ZICTA directs Airtel Zambia to compensate affected users and upgrade infrastructure after a major network outage impacted multiple provinces on February 2.

The Zambia Information and Communications Technology Authority (ZICTA) is concerned with the continued service disruptions on Airtel network, particularly the February 2, 2025 outage which impacted data services in Lusaka, Southern, Western, Central and Eastern Provinces.

As a result of this data service outage which lasted over three (3) hours, the Authority has directed Airtel Networks Zambia Plc (Airtel) to:

  1. compensate all affected consumers during Sunday February 2, 2025 data outage in line with the Consumer Protection Guidelines. The estimated total value of the compensation is K4,000,000.
  2. fast-track the upgrade of its network infrastructure, particularly at its critical data centres to improve network resilience by February 28, 2025; and
  3. put in place mechanisms aimed at resolving the recurring network outages and to strictly adhere to the Consumer Protection Guidelines

ZICTA remains committed to protecting the interests of consumers and ensuring reliable communication services. The Authority assures the public that corrective measures are being undertaken to prevent future occurrences.

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