By virtue of section 5(1)(b) of the Telecommunications Act the Authority is mandated among other things to ‘… to promote the interests of the consumer, purchasers and other users of telecommunications services in respect of the prices charged for, and the quality and variety of, such services and apparatus supplied for the purposes of such services …’

As a consumer, would you like to make a complaint to the Authority?

In terms of the Telecommunications and Radio communications Acts the Authority can only attend to complaints relating to the following;

Quality and level of service delivered by operators

Variety of services and apparatus supplied for purposes of such services

Operators ability to meet reasonable demand for services such as emergency     services, directory information services and maritime services

 How can you complain to the Authority?

1.     Complain to the service provider against whom you are aggrieved.      

It is advisable that you do so in writing, keeping a copy for  yourself as  records do sometimes get misplaced. 

The Authority expects that the customer will have already complained  to  the service provider before resorting to the Authority.  This is  considering that there may be no need to complaint to the Authority in the event that the service provider is able to redress the problem complained of.

  2.    If you are not satisfied with the way your complaint was handled, or

         the outcome of it, you can then refer the complaint to;

                             The Controller

                             Communications Authority of Zambia

                             P.O. Box 36871

                             Plot 3141, Buyantanshi/Lumumba Roads

                             Lusaka 10101

                             Tel: +260 1 246 702

                             Fax:+260 1 246 701

3.       If your complaint is about the Communications Authority and is    

           within  the jurisdiction of the Communications Authority, you can 

address your complaint to the Controller at the address given    in   2   above or email to info@caz.gov.zm 0r caz@zamnet.zm

4.      How can you lodge your complaint?

          Consumers can lodge complaints by fax, letter or email to the address given           in 2 above.

5.      What information should be included in the complaint?

           Personal details

·        Name

·        Surname

·        Postal address

·        Contact telephone and fax numbers

·        Email address

Details of the complaint

 ·       The nature of the problem

 ·        When it occurred

 ·      Who was providing the service e.g. tele centre name to be provided or any    

      other service provider

 ·    Copy of the letter of complaint to service provider and response thereto

In this regard, our aim is to effectively discharge the mandate given to the Authority under the Telecommunications and the Radio communications Acts.

6.0           How does the Authority handle your complaint?

As soon as your complaint is received in the appropriate format described above, the Authority requests for and explanation from the service provider which explanation is required in no more than 10 days. Following a response from the service provider the Authority makes an appropriate determination with respect to the matter complained of. The customer is then informed of the Authority’s determination.

The Authority also has the power to request the service provider to do such other things as deemed necessary to establish the extent of the complaint such as to release any useful information, in any format required by the Authority, to that effect.

Consumer! With the above information you have the power to determine what value you get for the money spent to enjoy services in the sector. Use it and help the Communications Authority to maintain the right standards.

For more information please contact:

The Licencing & Consumer Affairs Department
Plot No. 3141, Buyantanshi Road,
P o Box 36871,
Heavy Industrial Area
Lusaka

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