By Koviao Matuzee
A personal experience with unexplained airtime deductions has inspired 23-year-old digital policy advocate and researcher Rejoice Amutenya to campaign for great- er transparency and consumer protection in Namibia’s telecommunications sector.
Amutenya, whose work focuses on digital policy, consumer rights and governance, said her interest stems from understanding that technology affects people’s daily lives beyond the technical systems behind it.
“Technology is not neutral. It shapes how people access information, communicate, learn, work, participate in the economy and access essential services,” Amutenya said.
Amutenya is currently preparing a policy research report on mobile data billing transparency in Namibia, based on a survey of 1,076 respondents. The report examines consumer experiences, billing transparency and regulatory gaps, and is expected to contribute to discussions among regulators, policymakers, and telecommunications operators.
She has also established the Institute for Inclusive Digital Futures, an independent policy and research institute aimed at promoting digital inclusion, consumer protection, digital governance and responsible digital transformation in Namibia.
Her advocacy began after purchasing airtime to buy a data bundle, only to find some of the credit had already been deducted. “The explanation was not clear, and the experience felt unfair,” she said.
According to Amutenya, the issue extends beyond her own experience.
“Many Namibians talk about airtime disappearing. People often say, ‘My airtime just disappeared,’ but many do not know why it happened, how to prove it, where to complain or whether anything will change.”
She said this prompted her to advocate for greater transparency, arguing that consumers should understand what they are being charged for.
“I decided to turn that frustration into advocacy because the issue speaks to something bigger: consent, transparency, accountability and fairness in digital services.”
She believes more can be done to help consumers understand mobile billing.
“Consumers should not need to be telecommunications experts to understand what is happening to their airtime,” she said, adding that users should receive clear alerts, simple opt-in and opt-out options, and easy-to-understand explanations for deductions.
“The principle should be simple: no charge without clear consent and no deduction without clear explanation.”
Amutenya had engaged with Mobile Telecommunications Limited (MTC) regarding her advocacy but declined to discuss the meeting details with Confidente, saying she did not want to publicly characterize discussions that were held in good faith as part of a constructive engagement process.
