Consumer Council engages NetOne over off‑peak data transparency

NetOne

By Staff Reporter

The Consumer Council of Zimbabwe (CCZ) has formally engaged mobile operator NetOne following a surge in consumer complaints about the structure, packaging, and disclosure of off‑peak data bundles. The CCZ said persistent confusion among subscribers, particularly over how off‑peak allocations are presented in advertising and billing, prompted a meeting aimed at improving clarity, fairness, and value for money in the telecommunications market.

Consumers have reported that off‑peak data is often bundled into headline offers without clear separation from core anytime data, only to discover later that portions of their purchased volume are conditional or time‑restricted. The CCZ’s position is straightforward: advertising should distinguish core anytime data from off‑peak or promotional data, and any conditional allocations should be clearly labelled and excluded from headline totals. The council argued that presenting promotional data as part of the main bundle misleads customers and undermines informed choice.

At the meeting, CCZ representatives pressed NetOne on product packaging, marketing language, and point‑of‑sale disclosures. The council recommended that off‑peak data be shown as an add‑on where applicable, with explicit time windows, expiry rules, and usage restrictions clearly communicated. It also urged the operator to simplify terms so that ordinary consumers can readily understand what they are buying and how to use it.

NetOne acknowledged the concerns and said it had already initiated internal reviews and adjustments to its off‑peak offerings in response to customer feedback. The operator told CCZ that the proposed changes are pending approval from the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) before they can be rolled out. NetOne reiterated its commitment to aligning products with regulatory expectations and to improving customer communications.

The CCZ described the engagement as constructive and said it would continue to monitor progress, liaise with POTRAZ, and keep consumers informed. The council emphasised that clearer product labelling and transparent advertising are essential in a market where mobile data is a critical service for education, commerce, and social connection.

Consumer advocates welcomed the dialogue but warned that voluntary adjustments must be backed by enforceable standards. They called on POTRAZ to issue guidance or rules that require operators to separate promotional allocations from headline bundles and to standardise disclosure formats across providers. Such measures, they argued, would reduce disputes, improve competition on service quality rather than marketing complexity, and protect vulnerable consumers from unexpected charges or unusable data.

The NetOne‑CCZ engagement signals growing regulatory and consumer pressure on telecom operators to prioritise transparency. As Zimbabwe’s digital economy expands, stakeholders say clear, fair product design and honest communication will be central to building consumer trust and ensuring that mobile connectivity delivers real value.