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The Zambia Information and Communications Technology Authority (ZICTA) has ordered Airtel Networks Zambia to pay K4 million in compensation to customers affected by an internet disruption on February 2, 2025.
The network outage, which lasted over three hours, impacted data services in Lusaka, Southern, Western, Central, and Eastern provinces.
In a statement issued in Lusaka on Tuesday, ZICTA Manager for Corporate Communications, Hanford Chaaba, raised concerns over recurring service disruptions.
“As a result of this data service outage, which lasted over three (3) hours, the Authority has directed Airtel Networks Zambia to compensate all affected consumers during the February 2, 2025, data outage in line with the Consumer Protection Guidelines,” Chaaba said.
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He stated that the estimated total value of the compensation was K4 million.
ZICTA also directed Airtel to fast-track upgrades to its network infrastructure, particularly at critical data centers, to improve network resilience by February 28, 2025.
Additionally, the company must implement mechanisms to address recurring outages and strictly adhere to consumer protection regulations.
“ZICTA remains committed to protecting the interests of consumers and ensuring reliable communication services,” Chaaba assured.
He further stated that the Authority would ensure corrective measures were taken to prevent future occurrences.
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