ZICTA Enforces New Measures to Improve Mobile Service Quality Across Zambia
To tackle these issues, ZICTA issued binding directives requiring mobile network operators and tower companies to make immediate investments in expanding coverage and upgrading inf
The Zambia Information and Communications Technology Authority (ZICTA) has announced a series of decisive regulatory actions aimed at addressing poor mobile network service quality and ensuring reliable, accessible, and future-ready communication services for all citizens. The announcement was made during a press briefing held at ZICTA headquarters, attended by the chief executives of major telecom and infrastructure providers, including Airtel, MTN, Z-Mobile, ZamTel, IHS, and Infratel.
ZICTA Director General, Eng. Collins Mbulo, emphasized that improving network performance is now a national priority. He noted that inadequate service quality has disrupted daily life, hindered productivity, and weakened public confidence in digital services. To tackle these issues, ZICTA issued binding directives requiring mobile network operators and tower companies to make immediate investments in expanding coverage and upgrading infrastructure, especially in underserved rural areas.
The directives also demand that all hub sites be fitted with robust backup power systems to guarantee uninterrupted operations during outages. Infratel and IHS were given 21 days to present concrete, time-bound action plans to enhance redundancy across communication towers, with the warning that noncompliance would trigger regulatory penalties.
ZICTA further committed to enforcing strict quality and accountability standards, pledging to invoke its regulatory authority against any operator that fails to meet the country’s quality of service benchmarks. The agency reaffirmed its dedication to transforming Zambia’s ICT sector into a resilient, consumer-centric ecosystem that supports innovation and inclusive growth.
During an interactive session with the media, ZICTA explained that it continuously evaluates network performance using key indicators such as service availability, accessibility, and reliability. Citizens were urged to report network issues via the toll-free line 707 for real-time monitoring and enforcement.
To ensure long-term sustainability, ZICTA encouraged telecom operators to adopt hybrid energy models combining solar, grid, and diesel systems, supported by AI-based optimization tools to improve efficiency.
The regulator reiterated that these reforms form part of a broader national strategy to strengthen Zambia’s digital economy, safeguard consumer interests, and guarantee that every citizen benefits from high-quality, dependable communication services.
