Poor Service Delivery: Airtel Forced to Refund Subscribers | Bizness Watch

Poor Service Delivery: Airtel Forced to Refund Subscribers

For some time now, Telecoms operators in Africa, especially Nigeria have be ripping off subscribers through poor service delivery. A lot of times, subscribers will have to pay for service they did not benefit from. What the Nigerian regulatory body, NCC fails to deal with, the Zambian ZICTA, the telecoms regulatory body in Zambia has decided to act differently by asking one of the telecoms company, Airtel Zambia to refund its subscribers for poor service delivery.  Airtel Zambia has revealed it has refunded airtime to over 28,000 subscribers after intervention of the country’s regulatory body Zambia Information and Communications Technology Authority (ZICTA).

ZICTA said about 28,000 Airtel customers had erroneously marked as roaming subscribers and lost airtime amounting to $180 each.

“Airtel had refunded the affected subscribers and given them 30 minutes of free talk-time for use within the Airtel network as compensation for inconvenience caused,” said ZICTA public relations manager Ngabo Nankonde.

Nankonde also said that ZICTA has also directed Airtel to ensure its customer services team attends to callers promptly as a number of subscribers have complained that some of their calls are not being attended to.

Besides Airtel Zambia there are two other mobile phone and internet companies in Zambia namely MTN and Zamtel. Two years go the mobile phone companies in Zambia had penetrated estimated 62 percent the 13.9 population.

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