Mozambique: Telecom Consumer Complaints Soar 44% in 2025

• Mozambique's telecommunications sector recorded 391,723 consumer complaints in 2025.
• This represents a 43.9% increase from the 272,220 complaints reported in 2024.
• The majority of these complaints, over 90%, were related to service quality.
• Mobile operators and subscription television providers were the primary sources of these service quality complaints.
• These figures are documented in the Consumer Protection Report on Communications Services.

The dramatic rise in Mozambique telecom consumer complaints 2025, particularly concerning service quality, carries significant implications for regulatory bodies and service providers operating within the country.

The telecommunications industry in Mozambique experienced a significant surge in consumer complaints during 2025, signaling growing dissatisfaction among users. A total of 391,723 complaints were registered across the sector, marking a substantial increase from the previous year.

This figure represents a 43.9% rise compared to the 272,220 complaints recorded in 2024, highlighting a rapid deterioration in customer experience or an increased willingness of consumers to report issues. This sharp upward trend in Mozambique telecom consumer complaints 2025 is detailed in the Consumer Protection Report on Communications Services, which provides a comprehensive overview of the challenges faced by consumers.

The report underscores a critical period for service providers, as the volume of grievances reached unprecedented levels, demanding immediate attention from industry stakeholders and regulatory bodies alike. The sheer scale of the increase suggests systemic issues rather than isolated incidents, posing a significant challenge for maintaining Mozambique communications service quality.

An overwhelming majority of the complaints lodged in 2025 were directly related to the quality of services provided. This particular issue emerged as the dominant concern for consumers across the telecommunications landscape. The focus on service quality indicates that users are increasingly encountering problems with the reliability, performance, and overall standard of the communication services they receive.

Specifically, two key segments of the industry, mobile operators and subscription television providers, were disproportionately affected by these complaints. Together, these two categories accounted for more than 90% of all reported issues. This concentration points to particular vulnerabilities within these sectors, suggesting that Mozambique mobile operator complaints and Mozambique subscription TV complaints are driving the overall increase in consumer dissatisfaction. Addressing these core areas will be crucial for improving the overall consumer experience.

The dramatic rise in Mozambique telecom consumer complaints 2025, particularly concerning service quality, carries significant implications for regulatory bodies and service providers operating within the country. The data from the Consumer Protection Report on Communications Services serves as a clear indicator that current service delivery standards may not be meeting consumer expectations, potentially prompting enhanced scrutiny from authorities. This situation could lead to a more stringent enforcement environment for MZ telecom regulatory compliance, as regulators are likely to respond to such a pronounced increase in public grievances.

Telecommunications and subscription television providers in Mozambique are now faced with the imperative to thoroughly review their operational practices and customer service protocols. The concentrated nature of complaints within mobile and subscription TV services suggests that these companies must prioritize investments in infrastructure, network reliability, and customer support mechanisms to mitigate future grievances. Proactive measures to address the root causes of poor Mozambique communications service quality will be essential to restore consumer confidence and avoid potential penalties or further regulatory interventions.

Failure to adequately respond to these widespread consumer concerns could not only damage brand reputation but also expose companies to increased litigation risk and potential fines, underscoring the critical need for robust internal consumer protection and dispute resolution frameworks.

Lawyers advising telecommunications and subscription TV providers in Mozambique should note the significant increase in consumer complaints, particularly regarding service quality. This trend signals potential for heightened regulatory scrutiny, increased litigation risk, and the need to review and strengthen internal consumer protection and dispute resolution mechanisms to ensure compliance.

Source: Reporting based on industry data.