Zambia Information and Communication Technology Authority Site

It has come to the attention of the Zambia Information & Communications Technology Authority (ZICTA) the regulator of Information and Communication Technologies (ICTs) that Airtel {Z} Limited has an automated call blocking system in its call centre. This system is programmed to bar all numbers that call the call centre more than three times in any particular day.  
This practice is an affront to consumers’ rights and interests as it denies them the right to make a complaint and deprives them of the privilege to contact their service provider when necessary.
Section 67 of the Information & Communication Technologies (ICT) Act Number 15 of 2009 provides that all service providers must deal reasonably with their consumers and address consumer complaints.  The failure to adhere to the above provision constitutes an offence and any service providers found wanting is liable to prosecution.
In this regard therefore, ZICTA has directed Airtel to immediately cease the practice failure to which the Authority will invoke provisions of the Act and take stern action against the operator. In the same vein, the other two mobile phone operators are urged to refrain from the practice.
The Authority further advises consumers and the general public to report to ZICTA non adherence to the directive by the concerned operator.