CCZ flags NetOne, Econet over ‘unusable’ off-peak data bundles

Staff Writer

HARARE – The Consumer Council of Zimbabwe (CCZ) has raised alarm over off-peak mobile data bundles offered by NetOne and Econet Wireless Zimbabwe, warning that the products may breach consumer protection laws by charging full prices for data that many subscribers cannot realistically use.

In separate letters dated 21 January 2026 and addressed to NetOne Zimbabwe managing director and Econet Wireless chief executive respectively, the consumer watchdog said it had received “numerous consumer complaints” regarding the structure, pricing and marketing of off-peak data bundles included in standard mobile data packages.

CCZ said consumers were being charged the full cost of the bundles despite large portions of the data being restricted to off-peak hours, typically late at night, when most users are asleep or unable to make meaningful use of the service.

“CCZ has noted with concern that these data bundles are marketed and sold at full cost, yet a significant portion of the allocated data is restricted to off-peak hours when the majority of consumers are asleep or otherwise unable to make meaningful use of the service,” the council said in its letter to NetOne.

According to CCZ, this has resulted in large volumes of prepaid data expiring unused at the end of billing cycles, fuelling consumer dissatisfaction at a time when internet access is critical for education, livelihoods and communication.

From a consumer rights perspective, the council warned that the practice could undermine protections provided under Zimbabwe’s Consumer Protection Act [Chapter 14:44].

“Charging consumers for data that is known in advance to be largely unusable by the average subscriber raises concerns about fairness, transparency, and value for money, and risks undermining consumer trust and confidence in the telecommunications sector,” CCZ said.

The watchdog cited several consumer rights it believes may be affected, including the right to fair value, good quality and reasonably priced services, as well as the right to clear, truthful and transparent information to enable informed consumer choice.

CCZ urged both operators to take urgent corrective action. These include reviewing bundle pricing and structures, improving transparency in marketing and communication of time-based usage restrictions, considering remedial measures such as adjustments to bundle structures or rollover mechanisms, and engaging with consumer groups and regulators.

“In light of the above, and given the volume of complaints received, CCZ requests that NetOne Zimbabwe urgently enhances transparency in the marketing and communication of data bundle conditions, considers remedial measures and redress options for affected consumers, and engages with CCZ as a matter of urgency to discuss practical solutions that align data pricing models with actual consumer usage patterns and socio-economic realities,” the council said.

In its letter to Econet, CCZ echoed similar concerns, noting that “large volumes of paid-for data predictably expire unused at the end of the billing cycle” under the current off-peak model.

The council said it remained committed to working with service providers to protect consumer interests while supporting sustainable business operations, adding that it looked forward to responses from both operators to enable feedback to affected consumers and further engagement with the sector regulator.