A COMBINED team of Zambia police service and the Zambia information and communication technology authority (ZICTA) compliance officers confiscated pre-registered MTN and Airtel SIM cards in Masala townships in Ndola. The exercise was undertaken following a report that pre-registered SIM cards were being sold to the public contrary to section 13 Sub Section 1 and section 14 sub section 1 of statutory instrument (SI) number 65 of 2011 on the registration of Electronic Communication apparatus.
According to section 13 of Sub section 1 of the said SI, a seller shall on the sale of a SIM card ensure that the purchaser completes and submit to the seller, a SIM card registration form (form1).
Section 14 Sub Section 1 stipulates that an electronic communications service provider, shall not provide, sell, register or activate a SIM card in respect of which a person does not provide the valid identification documents required under these regulations.
The ZICTA compliance team in collaboration with the police has escalated the investigations. ZICTA will not relent in its efforts to ensure security in the use of ICTs in the country.
Criminals and criminal organization syndicates can easily take advantage of such and conceal their identity by using and conceal their true identity by using illegitimate SIM cards. This makes the work of law enforcement agencies complicated.
ZICTA is therefore urging members of the public to be alert and report all such cases to the nearest police station or phone ZICTA on the toll free line 7070 during working hours. The Call Centre is available from Monday to Friday, during working hours (08:00hrs to 17:00 hrs. It is important to note that one can lodge their complaint from any network using the toll â€“free number 7070 at no cost.
The ZICTA Call Centre agents are equipped to attend to Postal & Courier Service Providers as well as ICTs user complaints. The following are the issues that users may complaint about;
1. Poor quality of service
2. High tariffs
3. Faulty telephone services
4. Billing inaccuracy
5. False and misleading advertising
6. Loss of airtime
7. Service suspension
8. Unsolicited SMS
10. Intrusion of privacy
11. Delayed delivery of posted item
12. Suspension of service
14. Health and safety
15. Unavailability of Emergency line numbers
16. Access to call center
It is important to note that before the call center handles a complaint there are some simple steps that the call centre expects the dissatisfied complainant to take. These include:
1. The complaint has been lodged in with the service provider against whom the complaint is being made and a reference number issued
2. If the complaint is not resolved, the complainant must demand that the complaint be handled by the supervisor of the customer care representative
3. The complainant demands to be given a reference number for the complaint they lodge with their respective service provider. Alternatively, complaints must note down the names of the persons they dealt as well as the date and time they lodged in the complaint.
4. The complaint must be resolved within 14 days by the service provider
5. If the complaint is not handled within the stipulated time, it can be forwarded to the ZICTA Call Center
6. Complainants logging a call that they cannot access the service provider call centers can call ZICTA directly without following these steps.
Complaints may also be made to ZICTA through other avenues such as:
â€¢ Submitting an online complaint form electronicallyÂ fromÂ the ZICTA website www.zicta.zm
â€¢ Sending an email to firstname.lastname@example.org
â€¢ Posting to Zambia Information and Communications Technology Authority PO Box 36871, LUSAKA
â€¢ Delivering the complaint to ZICTA offices at Stand No 4909, Corner of Independence Avenue & United Nations Rd, Long Acres, LUSAKA.
Consumers are encouraged to exercise their rights and seek redress whenever they feel their rights are being infringed.