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Zambia's mobile operators fined K12 million for poor QoS

Zambia's mobile operators fined K12 million for poor QoS

For a second time in two consecutive years, the Zambia Information and Communication Technology Authority (ZICTA) has fined the country's three mobile phone operators for failure to adhere to Quality of Service (QoS) guidelines.

MTN Zambia, Airtel Zambia and Zamtel have collectively been fined K12,6 million (approximately US$1.2 million) for poor service delivery during Q4 of 2017 and Q1 of 2018.

ZICTA corporate communications manager Ngabo Nankonde said MTN Zambia was fined K3, 600, 000 for failing to meet the set parameters on Mean Opinion Score, HTTP Success Internet log-ins and SMS successful rate for both quarters.

Airtel Zambia was fined a total of K4, 200, 000 for failing to meet the set parameters on Call Drop Rate, Mean Opinion Score, HTTP success internet Log-ins and Success SMS Rate for the first quarter of 2018.

State-owned Zamtel was fined a total of K4, 800, 000 for failing to meet the set parameters on Call Set Up Access Rate, Mean Opinion Score, HTTP Success Internet Log-ins and Successful SMS Rate for both quarters.

Nankonde said the regulator decided on the fines following an inquiry on 28 May 2018 during which all three operators presented submissions.

She added that ZICTA conducted inspections focused specifically on QoS from 1 October to 31 December 2017 and from 1 January to 31 March 2018.

"The authority is empowered to promote the interest of consumers and therefore authorised under section 67 (1) of the ICT Act to specify and publish the minimum standards of quality of service which all service providers must meet," said Nankonde.

None of the operators have yet reacted to the decision.

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