ZICTA Summons Airtel Zambia Over Major Data Outage, Demands Compensation
During the meeting, ZICTA directed Airtel to provide a detailed report outlining the cause of the service interruptions and the mitigation measures they will implement to prevent a recurrence.
The Zambia Information and Communications Technology Authority (ZICTA) has taken swift action following a significant data outage experienced by Airtel Network customers across Lusaka and Central provinces on Tuesday, June 10, 2025. The disruption, which lasted from approximately 17:30 hours to 23:00 hours, has drawn strong condemnation from the regulatory body.
ZICTA expressed deep concern over the “poor Quality of Service” provided by some service providers in the ICT sector. To address the recent incident, the Authority formally summoned Airtel Networks Zambia Limited (Airtel) Management for a meeting.
During the meeting, ZICTA directed Airtel to provide a detailed report outlining the cause of the service interruptions and the mitigation measures they will implement to prevent a recurrence. Furthermore, ZICTA has mandated Airtel to pay “outage credits” to affected customers, in line with the consumer protection guidelines.
The Authority emphasized its commitment to protecting consumer rights and promoting the delivery of high-quality ICT services nationwide. ZICTA also issued a stern warning to all ICT service providers, urging strict adherence to the Consumer Protection and Quality of Service guidelines, as failure to comply will result in sanctions. The regulator has been conducting a thorough assessment of the incident to ensure service continuity and proper communication with customers during disruptions.
