CCZ challenges NetOne over off-peak data bundles

The Consumer Council of Zimbabwe (CCZ) has formally written to NetOne Zimbabwe, raising serious concerns over the mobile network operator's off-peak data bundle practices, which it says are unfair, misleading and prejudicial to consumers.

In a letter dated January 21, 2026, addressed to NetOne managing director at Kopje Plaza in Harare, CCZ said it had received numerous consumer complaints regarding the structuring, pricing and marketing of off-peak data bundles included in standard monthly data packages.

CCZ noted with concern that NetOne sells these bundles at full cost, yet restricts a significant portion of the data to off-peak hours, typically late at night, when most subscribers are asleep or unable to make meaningful use of the service. As a result, large volumes of paid-for data expire unused at the end of each billing cycle.

"This practice has generated widespread dissatisfaction among consumers and raises serious consumer protection concerns, particularly in the current economic environment where disposable income is constrained and internet access is essential for education, livelihoods, communication and access to information," CCZ said.

From a consumer rights perspective, the council said the current arrangement may violate several provisions of the Consumer Protection Act [Chapter 14:44], including the right to fair value and reasonably priced services, the right to clear and truthful information, and protection from unfair or exploitative conduct.

CCZ argued that charging consumers for data that is known in advance to be largely unusable by the average subscriber undermines fairness, transparency and value for money, while eroding trust in the telecommunications sector.

In light of the complaints, CCZ urged NetOne to urgently review its off-peak data bundle model and align it with consumer usage patterns and socio-economic realities. Among the measures requested are a reassessment of pricing and structure from a consumer fairness perspective, improved transparency in marketing and communication, and clear disclosure of any time-based usage restrictions.

The council also called on NetOne to consider remedial measures and redress options for affected subscribers, including possible adjustments to bundle structures or the introduction of rollover mechanisms for unused data.

CCZ further requested an urgent engagement meeting with NetOne to discuss practical solutions, saying it remains committed to constructive dialogue that balances consumer protection with sustainable business operations.

"We look forward to your cooperation in resolving this matter in a manner that upholds consumer rights, restores confidence, and promotes fairness in the telecommunications market," the letter, signed by CCZ chief executive officer Mrs R. Mpofu, reads.

NetOne had not publicly responded to the letter at the time of publication.