Airtel_Customer Service Charter_A4.

pdf 1 27/06/2023 14:53

CUSTOMER
SERVICE CHARTER
C

CM

MY

CY
We are committed to: Below are the means by which you can give us feedback
or log a complaint:
CMY • Providing prompt, friendly, courteous, and efficient
customer service. Write to our postal address;
K

• Always act with honesty and integrity.

Airtel Networks PLC for telecommunication Services or Airtel Mobile
• Provide customers with clear, accurate and timely information. Commerce Zambia Ltd for Airtel Money related complaints or concerns,
• Treat customers’ personal information with confidentiality. P.O Box 320001, Lusaka.

• Listen to your views and ensure we can determine the most Send an email to:
appropriate way to address your concerns.
airtelcustomerservices@zm.airtel.com
We ask that you as our customer:
Visit any of our retail outlets
• Extend mutual courtesy and respect in your dealings with us.
• Be complete and accurate in your provision of information Call our call center toll free on 111 or 115 for Airtel Money queries.
and in your dealings with us. Call +260 97 777 0097 if using another network or if calling from
• Respect the rights of other customers. outside the country.
• Work with us to resolve your problems. Visit our Facebook site:
• Are fully aware of our Terms and Conditions.
https://www.facebook.com/Airtelzm.
Complaint’s procedure Twitter handle: https://twitter.com/airtel_zambia.

If you have a complaint, we will acknowledge receipt of your
complaint within 24 hours, assigning you a complaint reference
number and endeavor to resolve your complaint at the earliest
but within 5 working days.
However, resolution time frame may vary for complex complaints:
fifteen (15) days for Airtel Money related complaints and seven
(7) days for Other Airtel Services. We will endeavor to keep you
informed during the process of resolution. If you are dissatisfied
with the response or progress, you will be given the opportunity
to engage the Customer Experience Director who will review
the matter.
In the unlikely event, our resolution is not satisfactory, you have the right
to engage relevant regulatory bodies through the following channels.
Below are the alternate regulator communication channels which
can be used:
• Call toll free number 7070 (ZICTA).
• Send an email to complaints@zicta.zm.
• Call 0211 399300 or Mobile 0963884820 (Bank of Zambia).
• Competition and Consumer Protection Commission on 5678.