Mozambique recorded 391,723 consumer complaints related to communications services in 2025, a 44% increase from the previous year, highlighting ongoing challenges in service quality, billing, and customer support.
The figures are contained in the 2025 Consumer Protection Report for Communications Services, published by the National Institute of Communications of Mozambique (INCM). The report covers complaints submitted against major operators, including Vodacom, Movitel, Tmcel, TMT, StarTimes, MultiChoice, Paratus, Teledata, Webmasters, Moztel/Clubnet, TVCabo, SatCom, Abaricom and Starlink.
The sharp increase was partly linked to operational and reporting changes at major operators. Vodacom’s technology migration temporarily affected voice, data and SMS services, while Tmcel’s implementation of AccUtilis incident-tracking software significantly improved the formal recording of complaints, with logged cases increasing from 213 to 24,036.
The INCM said the first half of the year accounted for the largest volume of complaints, largely due to the technology migration. However, complaints declined progressively during the second half, suggesting improved network stability and the impact of corrective measures implemented by operators.
Despite the increase in complaints, the industry achieved a 95.2% resolution rate, with 372,846 cases resolved during the year. Average consumer satisfaction stood at 82%.
Service quality remained the leading source of consumer dissatisfaction, with frequent interruptions, limited coverage and slow internet among the key concerns. Billing errors, incorrect charges and the activation of services without customer consent were also major complaint categories.
The INCM said these trends reinforce the need for operators to strengthen network performance, billing systems, customer service and communication with consumers.
The complaint figures come as Mozambique continues to expand its connectivity infrastructure. The country had approximately 17.7 million active mobile connections in 2025, equivalent to 50.4% of the population. Internet penetration, however, remained relatively low at 19.8%, representing approximately 6.96 million users.
The regulator attributed the relatively low internet penetration to factors including affordability, infrastructure limitations and energy constraints.
The postal sector recorded a more positive trend, with complaints falling by 6.5% to 258 cases from 276 in 2024. All registered postal complaints were resolved, with consumer satisfaction reaching 85%. Delivery delays remained the dominant issue, accounting for approximately 85.6% of complaints.
The INCM attributed improvements in the postal sector partly to stronger performance by operators including Corre, DHL and Portador Diário, particularly in logistics efficiency and customer service.
Beyond complaint volumes, 2025 marked an important period for strengthening Mozambique’s consumer protection and communications regulatory framework.
The approval of the Communications Dispute Resolution Regulation established clearer procedures, deadlines and mechanisms for resolving consumer disputes administratively. In December 2025, the Council of Ministers also approved the Communications Services Consumer Protection Regulation, harmonising consumer protection requirements across the telecommunications and postal sectors.
According to the INCM, the new framework places greater obligations on operators, particularly around transparency, customer service quality, complaint resolution and compensation for service disruptions.
The developments point to a communications market where expanding connectivity is matched by rising consumer expectations and greater regulatory scrutiny. For operators, maintaining reliable networks and transparent customer relationships will become increasingly important as Mozambique’s digital ecosystem continues to grow.
