STAFF WRITER
The Communications Regulatory Authority of Namibia (CRAN) has called on Mobile Telecommunications Limited (MTC) to launch a nationwide awareness campaign following growing complaints from customers who say their mobile data is finishing too quickly.
The issue, commonly referred to as “data depletion,” has sparked concern among users who believe their data is being used up faster than expected. It relates to perceptions of unexplained or rapid data consumption, as well as concerns about billing transparency and how data usage is tracked.
CRAN and MTC met this month to discuss these complaints and ways to improve transparency, customer experience, and service quality.
CRAN chief executive officer Emilia Nghikembua in a statement released on Monday said the complaints cannot be ignored because they affect public trust in the sector.
“CRAN has a duty to ensure transparency and fairness in the delivery of services. At the same time, lasting solutions require open dialogue and collaboration between operators, regulators, and consumers. Only through joint engagement can we address these challenges effectively and safeguard the rights of all Namibians in the digital era. This was the underpinning value of the engagement with MTC,” she said.
As part of the discussions, CRAN and MTC agreed on a set of measures aimed at improving how customers understand and experience mobile data services.
One of the key outcomes is a technical testing and verification initiative that will involve customers who have experienced data depletion or billing concerns.
Under the plan, CRAN will oversee how the testing is carried out, including the methodology and sampling, while MTC will provide technical support and detailed customer usage data to help verify complaints.
The results will be used to identify patterns, resolve complaints, and guide future decisions on consumer protection and service improvements.
CRAN said the initiative is also meant to improve public understanding of how mobile data works.
“The engagement also established the need for sustained consumer education to enhance public understanding of telecommunications services, data usage, digital consumption trends, and the factors influencing service performance. Such education is essential to enable consumers to make informed decisions in the use of their devices and digital services,” CRAN said.
Following the meeting, MTC has been instructed to roll out a national consumer education campaign focused on data usage and billing.
CRAN said the campaign must be based on evidence from the technical testing exercise and should cover how data is consumed across different apps, platforms, services, and devices.
The regulator added that the campaign must be carried out openly and clearly to build public trust and avoid any perception that concerns are being ignored.
CRAN also said both institutions recognise the need to better understand how customers use digital services in an increasingly connected environment, in order to improve communication and regulatory responses going forward.
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