ZICTA regulates telecom, internet, and ICT services in Zambia. It handles consumer complaints against operators — unauthorised charges, poor service, SIM swap fraud — and can sanction operators.
The Zambia Information and Communications Technology Authority is established under the Information and Communications Technologies Act No. 15 of 2009. ZICTA licenses telecom operators, internet service providers, and postal services; sets service quality standards; and protects consumer interests in the ICT sector. For consumers, ZICTA handles complaints about: unauthorised deductions or subscriptions; poor network quality; SIM registration issues; billing disputes; and telecom fraud. To file a complaint with ZICTA, first try to resolve with the operator (keep a reference number), then file at zicta.zm or call the ZICTA consumer helpline. ZICTA also has powers over internet content and data protection compliance in the ICT sector, working alongside the Zambia Data Protection Office. ZICTA can issue fines and suspend licences of non-compliant operators.
An internet service provider charges a Zambian customer for 50GB but delivers only 10GB. The customer reports to ZICTA after the operator refuses to refund. ZICTA investigates and orders a partial refund and warns the operator.
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