Mobile Telecommunications Limited (MTC) customers have filed a complaint with the Communications Regulatory Authority of Namibia (Cran) over alleged rapid data depletion and billing issues.
According to Cran, consumers have raised concerns that their mobile data is disappearing faster than expected and they do not fully understand how their data bundles are consumed.
In response, the regulator met with MTC yesterday.
Cran chief executive Emilia Nghikembua said the issue has become a major concern because it affects the trust between consumers and telecommunications providers.
“Data depletion remains a pressing concern raised by consumers, and it directly impacts trust in our communications sector,” Nghikembua said.
She added that Cran has a responsibility to ensure that services are delivered transparently and fairly.
“Only through joint engagement can we address these challenges effectively and safeguard the rights of all Namibians in the digital era,” she said.
As part of the intervention, Cran and MTC have agreed to conduct a technical testing and verification exercise involving consumers who have experienced data depletion or billing complaints.
The exercise will allow affected customers to have their claims examined using technical information and charging records from MTC.
Cran will oversee the process, including the testing method and selection of participants, while MTC will provide the required customer data and technical support.
The findings will be used to determine whether there are common trends behind consumer complaints, identify possible solutions and guide future regulatory action.
Cran said the issue of “data depletion” refers to situations where consumers believe their mobile data is being used up unexpectedly or faster than anticipated.
The concern includes unexplained data consumption, unclear billing information and challenges with tracking data usage.
Beyond investigating complaints, MTC has also been instructed to introduce a national consumer education campaign aimed at helping users better understand how data is consumed through applications, devices and digital platforms.
The campaign will focus on educating consumers about factors that influence data usage and improving awareness around mobile services.
Cran said the campaign must be implemented transparently to avoid creating further public distrust.
“The initiative is intended to strengthen consumer awareness, promote responsible digital consumption, and support the broader objective of improving service delivery within the sector,” the regulator said.
The regulator will reassess the matter after six months, using the results of the technical testing and awareness campaign to determine whether further regulatory intervention is necessary.
Cran asked consumers experiencing problems to formally submit complaints through official channels instead of relying only on social media.
The regulator said formal complaints allow individual cases to be properly investigated and help authorities understand the scale of the problem.
Questions sent to MTC were not responded to at the time of going to print.
