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The Zambia Information and Communication Technology Authority (ZICTA) has given mobile network operators and tower infrastructure providers 21 days to improve the quality of electronic communication services or face regulatory sanctions.
ZICTA Director General, Collins Mbulo, said the Authority was concerned about the continued decline in service quality, citing frequent dropped calls, poor internet connectivity, and unreliable service delivery as major challenges affecting consumers across the country.
Speaking during a press briefing in Lusaka on Tuesday, Mbulo warned that ZICTA will not hesitate to act against any operator that fails to meet the required quality standards.
“The persistent deterioration in the quality of electronic communication services is not only worrying but poses a direct threat to Zambia’s digital transformation, economic competitiveness, and the daily lives of our citizens. The people of Zambia deserve better. The days of excuses are over,” he said.
Mbulo said ZICTA has directed all mobile operators and tower infrastructure providers to take immediate steps to expand network coverage, improve connectivity, and enhance reliability.
He explained that operators were required to invest in infrastructure expansion—particularly in rural and underserved areas—ensure network continuity through robust backup systems, and adopt renewable energy solutions such as solar and hybrid power to reduce service disruptions.
The ZICTA chief disclosed that Infratel and IHS Towers had been given 21 days to submit concrete, time-bound plans to equip all communication towers with redundancy systems to strengthen network resilience.
“The era of poor service should be over. ZICTA will not stand by while consumers continue to experience dropped calls and poor internet connectivity. We are closely monitoring performance and will hold operators accountable,” Mbulo said.
He emphasized that improving service quality was essential to advancing Zambia’s digital economy and ensuring that citizens and businesses had access to dependable communication systems.
Mbulo reaffirmed ZICTA’s commitment to working with industry players, consumers, civil society, and development partners to build a reliable, inclusive, and innovation-driven ICT sector.
“The ICT sector is the backbone of our digital economy. It must be reliable, inclusive, and future-ready. We expect excellence, accountability, and tangible results from all licensees,” he said.
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