ZICTA fines Zamtel, Airtel, MTN for poor service

The Zambia Information and Communications Technology Authority (ZICTA) has penalised all the three voice mobile network providers in Zambia for failure to adhere to the quality of service parameters.

ZICTA has since demanded a total penalty fee amounting to K3.1 million from all three voice networks; Zamtel, Airtel and MTN.

In a statement issued by ZICTA Corporate Communications Manager Ngabo Nankonde, the three mobile network providers have been fined for continued failure to improve call set up success rate, mean opinion score, successful SMS rate, SMS delivery time and HTTP success log-ins.

According to a breakdown of fines from ZICTA, MTN and Zamtel have both been fined K600,000 each for failure to meet the set parameter on HTTP success log-ins and another K600,000 each for failing to meet the set parameters on call set up success rate while Airtel has been fined K450,000 for failing to meet the set parameters on call set up success rate and another K300,000 for failure to meet the set parameters on HTTP success log-ins.

“The three mobile phone operators, Airtel Networks Zambia Plc, MTN (Zambia) limited and Zamtel limited have been fined a total of K3,150, 000.00 for failing to to meet some of the set parameters on quality of service which include call set up success rate, mean opinion score, successful SMS rate, SMS delivery time and HTTP success log-ins. The Authority has fined both MTN Zambia limited and Zamtel limited K600,000.00 each for failing to meet the set parameters on call set up success rate and K600,000 each for failure to meet the set parameters on HTTP success log-ins. This brings the total amount of fines for MTN and Zamtel to K1, 200,000.00 and that for Zamtel limited to K1,200,000.00 respectively. Airtel Networks Zambia Plc has been fined K450,000.00 for failure to meet the set parameter on HTTP success log-ins bringing the total amount fined to K750, 000.00,” Nankonde stated.

Nankonde has since warned the mobile network operators and other players in the ICT sector that the regulator will not hesitate to enforce the law on any operator breaching the parameter standard.

“The Authority arrived at this decision following the quality of service inspection, followed by the public inquiry which was held on November 28, at which the mobile operators made submissions and presentations. During the period July 1st to September 30th, 2017, the Authority conducted inspections with respect to quality of service by the three mobile operators. As consumers may be aware, section 67 (I) of the ICT Act No. 15 of 2009, places an obligation on the service providers to meet such minimum standards of quality of service as the Authority may specify or publish,” said Nankonde.

“The Authority in liaison with the mobile network operators developed, issued, and published the quality of service guidelines containing standards, methods of measurement, target key quality indicators (KQI) and sanctions for breach. These guidelines protect the consumers of major ICT services in the retail and wholesale markets, as well as postal and courier services.”

         

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