Mozambique recorded 391,723 consumer complaints about communications services in 2025, highlighting operational challenges among some of the country's service providers.
According to the 2025 Consumer Protection Report for Communications Services, published by the National Institute of Communications of Mozambique (INCM) on Wednesday, the number of complaints rose 44% from the previous year.
The figures are based on complaints submitted by consumers to operators including Vodacom, Movitel, Tmcel, TMT, StarTimes, MultiChoice, Paratus, Teledata, Webmasters, Moztel/Clubnet, TVCabo, SatCom, Abaricom and Starlink.
The spike was mainly influenced by Vodacom's technology migration and the deployment of Tmcel's AccUtilis incident-tracking software, which saw its logged complaints jump from 213 to 24,036 as a result of improved formalisation and recording of grievances.
“The first half of the year accounted for the largest volume of complaints because of a large-scale technology migration that temporarily affected voice, data and SMS services at an operator with a large customer base,” the report noted.
However, the second half of the year showed a progressive reduction in complaints, indicating greater stability and the impact of corrective measures implemented by operators.
The year was also marked by continued expansion of connectivity, with approximately 17.7 million active mobile connections, corresponding to 50.4% of the national population.
Internet penetration remained relatively low at 19.8%, equivalent to 6.96 million users. The report attributed the low rate to challenges including affordability, infrastructure limitations and energy constraints.
Despite the increase in overall complaints, the authority noted that 372,846 of the registered cases were resolved, corresponding to a resolution rate of 95.2%.
The average consumer satisfaction index stood at 82%. Among the main causes of complaints were service quality, incorrect billing and charges, and the activation of services without the consumer's consent.
“Service quality remained the main reason for consumer dissatisfaction, including frequent interruptions, insufficient coverage and slow internet. Complaints relating to billing and unauthorised charges represented the second-largest category, reinforcing the need for more robust billing systems and clearer contractual communication,” the INCM said.
In the postal sector, 258 complaints were registered, compared with 276 in 2024, representing a reduction of 6.5%.
“All registered complaints were resolved, achieving a satisfaction rate of 85%,” the report said.
It noted that meeting delivery deadlines remains the main challenge for the postal sector, accounting for approximately 85.6% of complaints.
Improved performance from operators such as Corre, DHL and Portador Diário contributed significantly to this result, reflecting improvements in logistics efficiency and customer service.
From a regulatory standpoint, 2025 was an important year for the institutional strengthening of the INCM and the consumer protection framework for communications services in Mozambique.
During the period, policy and regulatory developments strengthened the framework governing the relationship between operators and consumers, with greater emphasis on transparency, accountability and consumer protection.
Key developments include the approval of the Communications Dispute Resolution Regulation, which clarified procedures, deadlines and mechanisms for the administrative resolution of consumer disputes.
Additionally, the Council of Ministers approved the Communications Services Consumer Protection Regulation in December 2025. The regulation harmonises consumer protection requirements across the postal and telecommunications sectors.
“This regulation substantially increased the demands imposed on operators, particularly regarding information transparency, customer service quality, swift complaint handling, and compensation mechanisms for service disruptions.”
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