Consumer Rights and Number Portability
Your telephone number belongs to you. This is a basic accepted principle by any consumer. After all, who would dial your number unless they wanted to speak to you?
It should therefore mean that you can keep your number even if you change your provider from one network to another or even from a mobile company to your home telephone. The idea that your number belongs to you is called number portability and the method of implementing this is through a National Telephone Numbering Plan.
As a consumer, you have an attachment to your number. After all, you give it out on your CV, to your friends and family and to creditors. If you change your telephone service provider, you will have to face the inconvenience of learning the new number, changing your documents and making sure everyone knows your new number. This inconvenience has a financial cost and could be important in forcing you to stay with your service provider, even if you are unhappy with the service, or can get a better deal from another provider.
Being able to change your provider without changing your number gives you, as the consumer, the power and the right to choose the telephone service provider that makes you happy with its price, service and products.
Global Context and Standards
Since 2002, most countries around the world have opened their telecommunications markets to competition (that include a national numbering plan), which has accelerated the deployment of telecommunications services more quickly and cost-effectively than past monopolies have achieved. For example, the European Union (EU) Universal Service and Users' Rights Directive (2002/22/EC), Article 30 effective since July 2003 imposes on all EU member states the following obligations:
"Member states shall ensure that all subscribers of publicly available telephone services, including mobile services, who so request can retain their number(s) independently of the undertaking providing the service:
- In the case of geographic numbers, at a specific location; and
- In the case of non-geographic numbers, at any location."
CRAN's Mandate and Current Status
The Communications Regulatory Authority of Namibia (CRAN) is mandated to establish a numbering plan and to require mobile number portability. Update 2025: Despite the original 2013 deadline, mobile number portability has not yet been fully implemented in Namibia.
Current Status: Number portability implementation has been stalled due to technical alignment issues between operators, with CRAN stating that "Number Portability will not be enforceable and the amended regulations cannot be promulgated until all operators are aligned in terms of the technical requirements."
However, CRAN has indicated that it is still determined to liberalize telephone numbers through Mobile Number Portability service and steer telecom carriers to focus on service delivery.
Regulatory Framework
CRAN must establish a numbering policy that provides a legal, legislative, and regulatory basis for competition. The regulator must decide on numbering and dialing schemes, services, technologies, and billing and tariff methods that support its chosen numbering policy. It must also establish a fair, neutral office for numbering administration.
Legal Basis: Section 81(3) of the Communications Act requires that the Numbering Plan must provide for mobile number portability by all technology and service neutral licensees, with Section 81(4) authorizing CRAN to impose additional requirements in the Numbering Plan relating to number portability.
Current Numbering Structure
Update 2025: Namibia's current telephone numbering structure includes:
- Country Code: +264
- Landline numbers: Follow the format 061 XXXXXX (for Windhoek area)
- Mobile numbers: Typically start with 081 XXXXXXX format
- Toll-free numbers: Use 080 XXXXXXX format
Industry Resistance and Challenges
From discussions with CRAN and industry representatives, it remains evident that certain telephone providers would prefer not to have a numbering plan fully implemented. The argument being put forward is that the plan has not worked well in some countries because of the costs involved, the implementing agency not being technically capable, etc.
It is understandable that CRAN should look at the costs or other issues involved for the providers as they will put these costs on to us as the end user. However, the power granted to the consumer to change providers will force cheaper prices and better service which is the ultimate reason for the establishment of regulatory authorities that need to "take into account consumer needs."
Market Context 2025
Update 2025: As of January 2024, mobile connections in Namibia equaled 110.8% of the population, representing a decrease of 18,000 connections from the start of 2023. This high penetration rate makes number portability even more critical for consumer choice and market competition.
The telecommunications market has evolved significantly since 2012, with mobile services becoming even more dominant and consumers increasingly dependent on their mobile numbers for business, banking, and personal communications.
The Path Forward
Regulatory Developments: The regulator suspended the issuing of new telecoms and broadcasting licenses between October 2022 and September 2023 and intends to review the current frequency band plan. This suggests ongoing efforts to restructure and improve the telecommunications regulatory framework.
As consumers, we often do not have the regulations or protection we need because we lack an adequately funded organization that will look after our needs and address issues such as the national numbering plan to ensure that government and its regulatory authorities such as CRAN take into account consumer needs.
The Need for Consumer Advocacy: The delay in implementing number portability over a decade past the original 2013 deadline highlights the ongoing need for stronger consumer advocacy and pressure on regulatory authorities to prioritize consumer rights over industry resistance.
This needs to change. Consumers deserve the right to keep their numbers when switching providers, and this basic consumer protection should not be indefinitely delayed due to technical or commercial disputes between operators.
Originally published: November 12, 2012
Updated: June 29, 2025
