By John Ekongo
Recent conversations surrounding data depletion and conduct by operators within the digital access space gave credence to this opinion piece.
Of late heightened interest and insight the comments raised through various platforms about consumer protection and transparency within the connectivity and data fraternity – and it is indeed a topic of national consensus – and one that needs national dialogue – with a bit of counterargument from a frank perspective of someone who has works in the industry – and have seen the transformation over the years where rapid technological convergence, AI, biotechnology, quantum computing, and sustainable innovations are reshaping industries and daily life.
A strong counterargument would acknowledge the validity of the consumer protection concerns while emphasizing that sustainable digital inclusion requires shared responsibility between network operators and consumers.
While mobile network operators have a responsibility to provide transparent pricing, timely notifications, and fair consumer safeguards, it is equally important to recognize that managing data consumption cannot rest solely with operators.
Digital inclusion is not only about affordable access and consumer protection. It is also about digital literacy and responsible usage.
The reality is that modern smartphones/connectivity devices (and those of the immediate future) applications are increasingly data-intensive machines.
Automatic app updates, cloud backups, video streaming, social media autoplay functions, background synchronisation, and location services can consume significant amounts of data without users fully appreciating the impact on their balances.
In many cases, airtime is not depleted because of hidden charges but because devices and applications are being used in ways that place substantial demands on limited data resources – and this is where the mismatch, unhappiness coupled with consumer frustrations occur.
Nonetheless permit me to point out explicitly this does not absolve operators from their obligations. Mobile network operators understand the challenges faced by consumers and, in many instances, have introduced tools such as usage notifications, balance checks, data bundles, spending controls, and customer education initiatives.
There is always room for improvement, but stronger consumer protections alone will not solve the underlying issue if consumers are not empowered to understand and manage their own usage patterns.
I therefore held firm that conversations must therefore evolve from one focused exclusively on operator responsibility to one that promotes shared accountability.
Consumers should be encouraged to understand which applications consume the most data, disable unnecessary background activity, make greater use of Wi-Fi where available, adjust streaming quality settings, and regularly monitor their usage. These are practical measures that can significantly extend the value of limited airtime and data purchases – and that power is given immediately within customer reach.
This is especially important because, for many Namibians N$10 is not “just N$10”. It may indeed be tomorrow’s taxi fare, bread, electricity, or the airtime needed to receive an important call.
Precisely because every dollar matters, consumers should be equipped with the knowledge and tools to make informed decisions about how that airtime is used. Financial constraints make digital literacy more important, not less.
There is also a practical reality that must be acknowledged. If every instance of rapid data depletion is attributed solely to operator practices, without examining actual usage behaviour, we risk having the same conversation indefinitely.
No amount of regulation can fully compensate for streaming high-definition video for hours, automatic downloads across multiple applications, or devices configured to consume data continuously in the background. Consumer protection measures can reduce unexpected costs, but they cannot eliminate the consequences of resource-intensive usage.
Namibia’s digital future should therefore rest on three pillars – a balanced perspective of: robust consumer protections, responsible conduct by operators, and greater consumer awareness. Achieving the NDP6 vision of meaningful digital inclusion requires all three. Transparency from operators is essential, but so is empowering consumers to understand the technology they use every day or in the future.
The goal should not be to assign blame to either side. Instead, it should be to create an environment where operators provide clear and fair services while consumers are equipped to manage their connectivity effectively. Only through this shared responsibility can Namibia achieve both greater digital inclusion and more sustainable, affordable connectivity for all.
Consumers already have access to several tools that can substantially reduce unnecessary data consumption and improve visibility over where their airtime is being spent.
Real-time mobile data usage – Users can identify applications that are disproportionately consuming data and make informed decisions about their usage.
While operators should continue providing clear notifications, transparent pricing, and effective consumer safeguards, consumers also have a role to play in managing their devices and online behaviour.
The most sustainable solution lies in combining fair and transparent operator practices, effective regulatory consumer protections and Consumer awareness and responsible data management. Without addressing all three, Namibia risks revisiting the same conversations repeatedly, because even the strongest consumer protections cannot prevent resource-intensive device and application usage from consuming airtime and data.
For many Namibians, every dollar matters, making digital literacy as important as digital access itself.
