Mozambique Strengthens Telecom and Postal Sector with Dispute Resolution Framework

The Council of Ministers of Mozambique has approved the Regulation for the Resolution of Communications Disputes during its 42nd session. The regulation is a key step in strengthening the country’s regulatory framework for postal and telecommunications services.

The new regulation establishes clear principles, rules, methods, and procedures for resolving disputes between operators and between operators and consumers. It aims to improve predictability, efficiency, and trust within the sector, addressing gaps in the existing Postal Service and Telecommunications Acts.

The approval comes at a time of rapid growth and transformation in Mozambique’s communications sector, driven by technological innovation, network expansion, and changes in the postal sector influenced by e-commerce, hybrid digital-physical solutions, and the growth of financial services. While these developments contribute to economic and social progress, they have also increased the complexity and frequency of disputes among stakeholders.

Under the regulation, the Communications Regulatory Authority now has a structured framework to exercise conciliation, mediation, and arbitration functions. Dispute resolution processes will adhere to fundamental principles such as legality, transparency, confidentiality, impartiality, independence, equity, good faith, speed, and full defense.

Key aspects of the regulation include:

• Defining the types of disputes between operators and between operators and consumers, covering billing, service quality, competition, network access, infrastructure sharing, privacy, and transparency.
• Favoring negotiation, conciliation, and mediation, with arbitration available upon express agreement of the parties.
• Establishing clear procedures and deadlines to ensure efficiency and protection of parties’ rights.
• Creating qualified, independent, and multidisciplinary teams to oversee dispute resolution processes.

With the regulation now in force, the Communications Regulatory Authority reinforces its commitment to consumer protection, fair competition, improved service quality, and sector confidence, supporting Mozambique’s broader economic and social development.