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Airtel Zambia was the most complained against mobile phone service provider by customers while Zamtel is the least complained against mobile phone service provider during the year 2012.
The complaints include transmission of promotional messages, over charging, poor network, poor internet quality, expiration of data bundles and unavailability of the customer centre and redress line.
Consumer Competition and Protection Commission (CCPC) Public Relations Officer Hanford Chaaba said the trend had not changed in 2012 from that of 2011 as the commission again received and resolved complaints against the three mobile phone service providers namely Airtel, MTN and Zamtel.
Mr. Chaaba said a bulk of these complaints were against Airtel.
He told ZANIS in response to a press query in Lusaka today that the commission received a total of 25 cases, 15 against Airtel, six against MTN and four against Zamtel.
He however noted that this did not mean that Airtel was not compliant with the competition and consumer protection law but could be because the mobile company has more subscribers than the other two mobile operators.
Mr. Chaaba further stated that although not much had changed in terms of which company garnered more complaints, there has been a huge reduction in cases against mobile phone service providers.
He said this shows that the mobile phone service companies were making significant strides in improving their services.
In 2011, Zambia Information and Communication Technology Authority (ZICTA) revealed that it had recorded 149 complaints from customers against the three mobile companies.
ZICTA indicates that Airtel topped the chart with 68 complaints, ZAMTEL 40 and MTN 25.
The complaints against mobile companies include transmission of promotional messages, over charging, poor network, bad internet quality and unavailability of the customer centre and redress line.
