The Communications Regulatory Authority of Namibia (CRAN) recently held a meeting with Mobile Telecommunications Limited (MTC) to talk about the outcry of consumers on data depletion, billing transparency, and service quality.
Data depletion is commonly used in Namibia and other markets to describe a situation where consumers feel their mobile data is disappearing faster than expected. It is essentially a consumer perception issue relating to unexplained or rapid data usage.
Mrs. Emilia Nghikembua, CRAN Chief Executive Officer, said, “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.
“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.”
The engagement identified broad consumer concerns relating to billing and data depletion, with the objective of pinpointing opportunities for continuous improvement.
“As part of this process, a technical testing and verification initiative will be conducted with consenting consumers who have experienced data depletion or billing issues,” said Nghikembua.
“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.”
Nghikembua stated that 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.
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.
“Accordingly, MTC has been directed to design and implement a national consumer education campaign on data usage and billing. Empirical data from the testing initiative will also be used to design elements of the campaign.
“This campaign shall comprehensively address consumption across services, platforms, applications, and devices.
“The campaign must be executed in a transparent manner to foster public confidence and to mitigate any perception of concealment or defensiveness.
“The initiative is intended to strengthen consumer awareness, promote responsible digital consumption, and support the broader objective of improving service delivery within the sector.”
In the photo: CRAN’s CEO Mrs Emilia Nghikembua.
