ZICTA Orders MTN Zambia to Compensate Customers After Major Network Disruption
ZICTA demands MTN Zambia compensate affected users with K800,000 and enhance network resilience after a widespread two-hour service outage.
The Zambia Information and Communications Technology Authority (ZICTA ) is concerned with the service disruption which recently occurred on the MTN network on March 3, 2025, and impacted voice, data, SMS service and mobile money (MoMo) across Muchinga, Luapula, Northern and parts of Central Province.
As a result of this service outage which lasted over two (2) hours, the Authority has directed MTN Zambia Plc to:
- 1. compensate all affected consumers during Monday March 3, 2025 service outage in line with the Consumer Protection Guidelines. The estimated total value of the compensation is K800,000;
- enhance network resilience by strengthening preventive maintenance, automated failover mechanisms, and site redundancy strategies; and put in place mechanisms aimed at avoiding subsequent 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.
