CCZ engages NetOne over off-peak data bundle concerns

THE Consumer Council of Zimbabwe (CCZ) has engaged mobile network operator NetOne following a surge in consumer complaints over the structure, packaging and disclosure of off-peak data bundles, in a move aimed at promoting transparency, fairness and value for money in the telecommunications sector.

In a statement, CCZ said it has been receiving persistent complaints from consumers about how off-peak data bundles are structured and communicated, with particular concern over clarity, fairness and whether customers are receiving full value for money. The council said these concerns prompted a meeting with NetOne on Thursday to seek clarity and discuss corrective measures.

According to CCZ, the engagement focused on how off-peak bundles are advertised, packaged and explained to consumers. The council noted that many consumers experience confusion when off-peak data is presented as part of the main bundle, only for it to later be described as promotional or subject to specific conditions.

CCZ said its position is that there should be a clear separation between core anytime data and off-peak data in advertising and product communication to avoid misleading consumers. The council stressed that if off-peak data is classified as a promotional offering, it should not be included in the headline advertised data volume but instead be clearly presented as an add-on. It also called for improved consumer understanding, ensuring customers can easily identify what they are paying for and what data is conditional, restricted or time-based, as well as alignment of product packaging and communication with consumer protection principles and Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) expectations.

The council emphasised that these measures are critical in promoting transparency, fair trading and informed consumer choice in a market where mobile data has become an essential service for communication, business and education.

NetOne, CCZ said, acknowledged the concerns raised and expressed willingness to address them. The mobile network operator reaffirmed its commitment to listening to consumer complaints and informed the meeting that it has already initiated internal processes and made adjustments to its off-peak data bundles in response to consumer feedback and CCZ's concerns.

However, CCZ said the proposed adjustments are still awaiting approval from POTRAZ before they can be implemented. NetOne also reiterated that it remains attentive to consumer issues and committed to aligning its products with both regulatory requirements and consumer expectations.

The council described the engagement as constructive and reflective of a shared commitment to improving consumer experience in the telecommunications sector. CCZ said the meeting demonstrated a common understanding of the need to enhance clarity, transparency and consumer confidence in data bundle offerings.

CCZ said it will continue to monitor progress on the implementation of the proposed changes, engage with POTRAZ and NetOne where necessary, and keep consumers informed of developments related to off-peak data bundles.

The council further underscored the broader significance of the engagement, describing it as an important step towards strengthening consumer protection in Zimbabwe's rapidly evolving digital economy. It said NetOne's confirmation that adjustments have already been made, pending regulatory approval, signals responsiveness to consumer complaints and ongoing dialogue with consumer protection stakeholders.

CCZ reaffirmed its commitment to advocating for fair, transparent and consumer-friendly telecommunications services in Zimbabwe.