The Communications Regulatory Authority of Namibia (CRAN) has ordered an independent technical investigation into widespread consumer complaints over rapid mobile data depletion and billing transparency, with Mobile Telecommunications Limited (MTC) required to provide customer data and technical support for the exercise.
The move follows a strategic engagement between the regulator and MTC aimed at addressing growing public concerns over unexplained data usage, billing practices and service quality.
CRAN Chief Executive Officer Emilia Nghikembua said data depletion has become one of the most pressing consumer issues affecting confidence in Namibia’s telecommunications sector.
“Data depletion remains a pressing concern raised by consumers, and it directly impacts trust in our communications 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,” Nghikembua said.
Under the agreement, an independent technical testing and verification initiative will be conducted using consenting customers who have experienced data depletion or billing problems. CRAN will oversee the methodology, sampling, testing and implementation, while MTC will provide customer charging records and technical information to verify complaints and resolve legitimate cases.
According to the regulator, the results will be used to identify trends, determine whether affected consumers are entitled to relief and guide future regulatory decisions.
CRAN has also directed MTC to develop and implement a nationwide consumer education campaign explaining mobile data usage, billing systems, digital consumption patterns and the factors influencing data usage across applications, devices and online platforms.
The regulator said the campaign will be informed by evidence gathered during the technical testing exercise and must be conducted transparently to strengthen public confidence and improve consumer understanding of telecommunications services.
Following a six-month implementation period, CRAN will assess the findings of the independent testing exercise and the effectiveness of the consumer awareness campaign before determining whether additional regulatory intervention is required.
The regulator also urged consumers to submit complaints through official channels rather than relying solely on social media, saying formal complaints are essential for investigations and improvements to service quality.
