Online Reporter
Jacqueline Ntaka, Feature
THE rapid digitisation of Zimbabwe has transformed everyday life, bringing convenience and connectivity to millions.
From mobile banking and e-commerce to social media and online education, the digital realm has become a cornerstone of the national economy.
Yet, alongside this progress, new vulnerabilities have emerged for consumers.
Beyond the familiar issue of data expiry, challenges such as opaque billing practices, data privacy concerns, and limited market competition have raised pressing questions about how best to protect consumers in the digital age.
Zimbabwe has taken notable steps to address these concerns through the enactment of key legislation. The Consumer Protection Act [Chapter 14:44] and the Cyber and Data Protection Act (Chapter 14:45) form the backbone of the regulatory framework.
The Consumer Protection Act offers broad protections for consumers of all goods and services, including those within the ICT sector.
It enshrines fundamental rights such as access to information, fair value, and the safety of goods and services.
It also prohibits misleading representations, unfair contract terms, and unconscionable business practices — providing a vital foundation for consumers seeking redress for issues like poor service delivery or inaccurate billing.
Complementing this is the Cyber and Data Protection Act, which serves as the cornerstone of personal data protection in the digital era.
This legislation requires organisations to handle personal information with transparency and accountability. It grants consumers the right to understand what data is being collected, the reasons for its collection, and how it will be used.
The Act also establishes a breach notification system and empowers the Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) to enforce compliance, thereby strengthening consumer trust in digital platforms.
Despite these legal safeguards, gaps remain.
The pace of technological advancement often outstrips the ability of regulators to respond effectively. While the Acts provide a solid legal foundation, their enforcement is critical.
Beyond the issue of data expiry, there is a need to ensure fair competition and address anti-competitive behaviour.
The ICT market is frequently dominated by a handful of large players, which can suppress innovation and lead to inflated pricing.
A robust and independent competition authority is essential to monitor market dynamics and prevent abuses of market power.
Equally important is the need for enhanced consumer education. A digitally literate consumer is a protected consumer.
Many individuals are unaware of their rights under existing legislation or the mechanisms available for seeking redress.
A nationwide effort to educate the public on issues such as online scams, data privacy, and the terms and conditions of digital services is vital. This can be achieved through public-private partnerships, media campaigns, and the integration of digital literacy into the school curriculum.
Zimbabwe’s legislative framework provides a strong starting point for consumer protection in the digital realm, but it remains a work in progress.
Addressing the challenges that extend beyond data expiry requires a multifaceted approach — one that strengthens enforcement, promotes fair competition, and empowers consumers through education.
By bridging these gaps, Zimbabwe can build a more transparent, equitable, and resilient digital economy for all.
l Jacqueline Ntaka is the CEO of Mviyo Technologies, a local tech company that provides custom software development, mobile applications and data analytics solutions. She can be contacted on jackie.
