CCZ engages NetOne over off-peak data bundle concerns

THE Consumer Council of Zimbabwe (CCZ) has engaged mobile network operator NetOne over growing consumer concerns surrounding 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 consumer complaints regarding the structure, packaging, and disclosure of off-peak data bundles offered by mobile network operators, particularly concerns around clarity, fairness and value for money.

In response to these concerns, CCZ engaged NetOne on Thursday to discuss the issues raised by consumers and to seek clarity on measures being taken to address them.
“The meeting focused on consumer concerns regarding off-peak bundles, particularly the way such bundles are advertised, packaged, and explained to consumers. CCZ highlighted that consumer experience confusion where off-peak is presented as part of the main bundle while later being described as promotional or conditional”.

CCZ said its engagement with NetOne was premised on the need for a clear separation between core anytime data and off-peak data in advertising and product communication to avoid misleading consumers.
“If off-peak data is classified as a promotion, it should be removed from the headline advertised data volume and presented clearly as an add-on.
“Improved consumer understanding, ensuring that consumers can easily identify what they are paying for and what data is conditional, restricted, or time-based.
“Alignment of product packaging and communication with consumer principles and POTRAZ regulatory expectations,” reads part of the statement.

According to the statement, CCZ emphasised that these measures are necessary to promote 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 issues raised and signalled willingness to address consumer concerns.
“NetOne acknowledged the concerns raised by consumers and reaffirmed its commitment to listening to and addressing consumer complaints

“NetOne informed the meeting that the company has already initiated internal processes and made adjustments to the off-peak bundles it is offering, in response to consumer feedback and CCZ’s concerns.
“The proposed adjustments are currently awaiting approval from POTRAZ before they can be implemented.
“NetOne reiterated that it remains attentive to consumer issues and is committed to aligning its products with regulatory requirements and consumer expectations,” added CCZ.

The council described the meeting as constructive and indicative of a shared commitment to improving consumer experience in the telecommunications sector.

CCZ noted that “the meeting was constructive and demonstrated a shared understanding of the need to improve clarity, transparency, and consumer confidence in data bundle offerings.
“CCZ will continue to monitor progress on the implementation of the proposed adjustments, engage with POTRAZ and NetOne as necessary to ensure that consumer interests are adequately protected and keep consumers informed of developments relating to off-peak data bundles”.

It further underscored the broader significance of the engagement, describing it as an important step in strengthening consumer protection within Zimbabwe’s fast-evolving digital economy.
“The engagement between CCZ and NetOne marked a positive step towards addressing long-standing consumer concerns regarding off-peak data bundles. NetOne’s confirmation that adjustments have already been made, pending regulatory approval, reflects responsiveness to consumer complaints and ongoing dialogue with consumer protection stakeholders.
“CCZ remains committed to advocating for fair, transparent, and telecommunications services in Zimbabwe.”