Zambia Information and Communication Technology Authority Site

Press Statement On Publication Of Quality Of Service {Qos} Guidelines For Ict, Postal And Courier Service Providers By Zicta

In order to fulfil its mandate of protecting consumers, purchasers and users of electronic communication technologies, postal and courier services, as stipulated in the Information and Communications Technology {ICT} and Postal Services Acts Number 15 and 22 of 2009 respectively , the Zambia Information and Communications Technology Authority {ZICTA} on November 15^th 2011 published Quality of Service {QoS} Guidelines..

Under the provisions of the ICT ACT, this mandate is derived from Section 67(1) which requires the Authority to prescribe minimum standards of quality of service which all service providers are required, in respect of their specific services, to meet and observe.

Further, Section 18(1) of the Postal Services ACT empowers the Authority to appoint an independent person or entity to monitor the quality of the postal or courier services provided by a licensee and report the findings to the Authority.

The development of these guidelines was done in line with international best practices using the criteria definition recommended by the International Telecommunications Union {ITU} Recommendation G.1000 which proposes a four perspective approach in defining Quality of service and in full consultation with all stakeholders who include all service providers.

COVERAGE OF THE GUIDELINES

The Guideline standards cover:

1. 1.Zamtel {Fixed line and mobile} , Airtel and MTN
2. 2.All Internet Service Providers {ISPs}
3. 3.ZAMPOST and all courier companies
4. 4.Carrier of Carriers

AGREED STANDARDS

A} FIXED LINE PROVIDERS – (ZAMTEL in particular)

Some of the standards Zamtel will be required to adhere to as a provider of Fixed Line services include:

B} MOBILE SERVICE PROVIDERS STANDARDS

All the three mobile operators will be expected to observe among other standards the following:

C} INTERNET SERVICE PROVIDERS

Internet Service Providers {ISPs] are expected to adhere to among other standards the following:

D} POSTAL AND COURIER SERVICES

PENALTIES FOR BREACH OF ABOVE STANDARDS

The following penalties will be applied individually and concurrently for licensees that abrogate the guidelines:-

1. a.Name and shame publicity

b.  Public apology

c.    Refund

d. Compensation

e.  Crediting affected consumers with airtime

f.  Warning (first and second after which suspension)

g. Suspension or revocation of license

Further Section 67 {2} of the ICT Act states that ;

‘ A person who contravenes the guidelines commits and offence and is liable upon conviction to a fine of four million penalty units and to four hundred thousand penalty units for each day during which the offence continues.’

In addition, the ACT stipulates that ‘A court may in addition to any penalty that may be imposed revoke the license of the service provider’

Under section 78 of the Postal Services Act No. 22 of 2009, any person who contravenes or fails to comply with any provision of the Act for which no specific penalty is provided, is liable upon conviction, to a fine not exceeding one hundred thousand penalty units or to imprisonment for a period not exceeding one year, or to both.

Finally the Authority will continue to monitor the performance of service providers and consumers are urged to be vigilant and report any breaches to the Authority.

Chisha M. Malunda

ACTING PUBLIC RELATIONS MANAGER                                           January 18, 2012