The Authority recognises the need to protect the interests of consumers of ICT services and, therefore, endeavours to closely monitor the provision of licensed telecom services. While the Quality of Experience (QoE) is critical to consumer satisfaction, the Technical Department recognises that matched Quality of Service (Qos) and Network Performance (NP) are equally important for an effective Qos Framework.

The license framework provides for licensed operators to offer minimum QoS as stipulated f by the Authority.

In order to assess the Qos Levels from user’s point of view, the Authority has installed advanced Qos system in Livingstone, Lusaka and Kitwe to continuously and objectively measure agreed upon Qos parameters such as speed, accuracy and dependability as per ITU E.431 recommendation. Specifically, Call Success Rate, SMS Delivery Time and Voice Quality are some prominent parameters are measured.