The Communications Regulatory Authority of Namibia (CRAN) has launched an independent technical investigation into Mobile Telecommunications Limited’s (MTC) data charging systems following growing public complaints over rapid data depletion and billing transparency.
The regulator said it had met with MTC management to address widespread consumer concerns over what many customers describe as “vanishing data”, a perception that mobile data is being consumed faster than expected.
CRAN Chief Executive Officer Emilia Nghikembua said the issue has become a significant consumer protection concern.
“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,” she said.
As part of the intervention, CRAN will oversee an independent technical testing and verification exercise involving consenting MTC customers who have experienced rapid data depletion or billing discrepancies.
MTC has been directed to provide customer charging records and technical support to enable the regulator to verify complaints and determine whether systemic issues exist.
According to Nghikembua, the evidence gathered during the investigation will be used to identify trends, guide future regulatory action and determine whether affected consumers should receive financial compensation or data relief.
“CRAN will oversee the methodology, sampling, testing and implementation, while MTC will provide the necessary technical support and customer charging data to verify claims and resolve complaints. The findings from this initiative will be used to identify trends, provide appropriate relief to affected customers, inform decision-making, and guide evidence-based interventions,” she said.
The technical investigation will run for six months, after which CRAN will assess the findings before deciding on any further regulatory measures.
In addition to the investigation, CRAN has instructed MTC to roll out a nationwide consumer awareness campaign explaining how mobile data is consumed across different devices, applications and background processes.
The regulator said the campaign is intended to improve transparency and help customers better understand their data usage while addressing perceptions that information on data consumption has not been adequately communicated.
