Mozambique Records 391,723 Telecom Complaints as Cases Rise 44%

Mozambique’s telecommunications sector recorded 391,723 consumer complaints in 2025, representing a 44% increase from the previous year, according to the 2025 Consumer Protection Report for Communications Services released by the National Communications Institute of Mozambique (INCM) .

The report, which assesses consumer protection and satisfaction across the country’s postal and telecommunications sectors, also highlighted improvements in complaint resolution while pointing to operational challenges affecting some service providers.

In the telecommunications sector, 372,846 of the 391,723 registered cases were resolved, resulting in a resolution rate of 95.2%. The average consumer satisfaction index for the sector stood at 82%.

INCM said the sharp increase in reported complaints was influenced largely by Vodacom’s technological migration and improvements to Tmcel’s complaint registration systems. These developments contributed to greater formalisation and capture of consumer complaints, meaning the increase does not necessarily represent an equivalent deterioration in service quality.

The main issues raised by telecommunications consumers included service quality, incorrect billing and charges, as well as the activation of services without customers’ consent.

The postal sector recorded a different trend, with 258 complaints registered in 2025, down from 276 the previous year. This represented a 6.5% decline in complaints, while all cases received were resolved. Consumer satisfaction in the sector reached 85%.

Delivery deadlines remained the main challenge for postal operators, accounting for approximately 85.6% of the complaints recorded in the sector.

INCM said the Consumer Protection Report serves as a tool for monitoring service quality and evaluating how effectively operators respond to consumer concerns, with the findings intended to support the continued improvement of communications services in Mozambique.