By Caroline Washaya Moyo
HARARE – The Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) has been challenged to move beyond licensing and revenue collection towards measurable improvements in connectivity, consumer welfare, innovation and digital security.
Minister of Information Communication Technology, Postal and Courier Services Honourable T. A. Mavetera said the Authority must align its regulatory mandate with President Emmerson Dambudzo Mnangagwa’s Vision 2030 by ensuring that telecommunications and digital technologies contribute to inclusive economic growth.
Addressing POTRAZ’s 10th Annual General Meeting, Minister Mavetera outlined five priorities: expanding universal connectivity, protecting consumers, modernising regulation, advancing innovation and regional integration, and strengthening digital trust and online safety.
She commended the POTRAZ Board, management and staff for achieving clean audits for both the Authority and the Universal Service Fund for 2025. She also congratulated Dr Machengete on his recognition as the second-best-performing chief executive officer in the Regulatory State-Owned Enterprises category.
Describing these achievements as evidence of financial prudence and institutional integrity, she said the Authority must translate sound governance into improved services and greater public confidence.
“We must translate them into better services and greater public confidence,” she said.
- Expand Universal, Affordable and Quality Connectivity
Minister Mavetera said POTRAZ must measure success by the availability, affordability and quality of broadband, rather than simply by licences issued or revenue collected.
She called for clear performance indicators covering network coverage, service quality, affordability and uptake, with quarterly progress reports made public.
Through the Universal Service Fund, POTRAZ must set connectivity targets for schools, clinics, chiefs’ courts, rural business centres and underserved communities, with particular attention to women, young people, persons with disabilities and low-income households.
The Minister said tower relocation projects, digital centres and Girls in ICT initiatives should continue to extend digital opportunities to marginalised communities.
She also called for infrastructure sharing, coordinated trenching, fibre open access and tower sharing to reduce duplication and accelerate rural network expansion. Operators must strengthen backup power, network resilience and disaster preparedness, particularly in areas vulnerable to cyclones and droughts.
- Improve Service Quality and Consumer Protection
The Minister expressed concern over complaints about poor customer service, particularly among mobile network operators and other telecommunications providers.
She urged POTRAZ to monitor dropped calls, data speeds, network outages and billing disputes more effectively, publish comparative operator performance and take appropriate action against providers that breach service standards.
Accessible complaints-resolution mechanisms and consumer education should also be strengthened to ensure users understand their rights and can seek redress.
She said transparent decision-making and predictable enforcement were essential to maintaining public confidence and creating a stable environment for investment.
- Modernise Spectrum Management, Licensing and Competition
Minister Mavetera identified regulatory modernisation as essential to attracting investment and keeping pace with technological change.
Describing spectrum as a strategic national resource, she said POTRAZ must ensure its transparent and efficient allocation, discourage hoarding and prepare for wider deployment of fifth-generation (5G) networks and future technologies. Spectrum fees and licensing conditions should support investment, coverage and innovation.
She also called for licensing frameworks that accommodate mobile virtual network operators, satellite services, community networks and emerging business models. Anti-competitive conduct must be addressed to prevent dominant operators from stifling smaller players.
The ongoing processes to amend the Postal and Telecommunications Act offer an opportunity to modernise the sector’s legal framework. Subject to parliamentary consideration and the provisions ultimately enacted, the amendments could clarify responsibilities, strengthen enforcement and improve the Authority’s ability to respond to technological developments.
POTRAZ is expected to provide technical expertise, support meaningful consultation and prepare for implementation of any approved changes.
- Advance Innovation, Postal Reform and Regional Integration
The Minister commended the AI4Impact Challenge but called for sustained incubation, mentorship, financing partnerships and practical deployment of promising solutions.
She urged POTRAZ to establish or strengthen regulatory sandboxes with relevant regulators to support innovation in financial technology, the Internet of Things, digital health, digital agriculture and other emerging fields.
Postal sector reforms should focus on modernising licensing, improving addressing systems and enabling reliable, competitive last-mile delivery. These measures would help electronic commerce grow and expand opportunities for micro, small and medium enterprises (MSMEs).
Zimbabwe’s chairmanship of the Common Market for Eastern and Southern Africa (COMESA) also presents an opportunity to advance regional digital integration. POTRAZ should support efforts to reduce roaming costs, harmonise regulatory approaches, facilitate cross-border digital trade and position Zimbabwe as a regional digital hub.
The broader objective is to expand markets, strengthen regional partnerships and create opportunities for investment and employment.
- Strengthen Data Protection, Cybersecurity and Child Online Safety
Minister Mavetera said digital trust was essential to the country’s growing reliance on online services.
She identified WhatsApp account hacking, identity theft, digital fraud and SIM registration integrity as areas requiring stronger oversight and coordination among relevant agencies.
As the country’s Data Protection Authority, POTRAZ must strengthen compliance monitoring, investigate unlawful processing of personal information and improve public awareness of data protection rights and responsibilities.
The Minister also emphasised responsible artificial intelligence, citing United Nations Secretary-General António Guterres’ position that AI should augment human potential rather than replace it. She said technological progress must preserve human judgement, accountability, privacy and dignity.
Child online safety was another priority. Minister Mavetera recalled that, at the launch of the National Artificial Intelligence Strategy on 13 March 2026, President Emmerson Mnangagwa called for faster legislation to protect children from the harmful effects of social media and digital platforms, while emphasising the importance of preserving Zimbabwe’s cultural heritage and traditions.
The Child Online Protection Policy, launched in July, provides a foundation for action. POTRAZ must work with service providers, schools, parents and relevant institutions to strengthen safeguards against online exploitation, grooming, cyberbullying and harmful content.
Accountability and International Engagement
Minister Mavetera congratulated Dr Sifundo Chief Moyo on his re-election as Secretary-General of the Pan African Postal Union and acknowledged POTRAZ’s contribution to the campaign.
She also recognised the Authority’s support for Dr Cosmas Luckyson Zavazava’s re-election as Director of the International Telecommunication Union’s Telecommunication Development Bureau, calling for continued diplomatic, technical and strategic engagement ahead of the elections scheduled for November 2026 in Doha, Qatar.
To ensure delivery of the five priorities, the Minister directed POTRAZ to assign clear responsibilities, establish implementation timelines and submit quarterly progress reports to the Ministry.
She said the Authority must be judged by tangible results: wider broadband access, better consumer experiences, a competitive telecommunications market, stronger innovation and a safer digital environment.
The five priorities establish a development-focused agenda for POTRAZ, with effective implementation expected to translate Vision 2030 into practical benefits for households, businesses and communities across Zimbabwe.
