TO: Econet Wireless Zimbabwe Management and Board of Directors
 
INTRODUCTION: A BREACH OF TRUST AND CONSUMER RIGHTS

Since its launch in June 2024, Econet Wireless SmartBiz has been positioned as Zimbabwe's premier unlimited internet solution for businesses, home offices, and remote workers. The flagship US$45 SmartBiz-5 package promised customers reliable 5 Mbps speeds with a generous 1 Terabyte (TB) Fair Usage Policy threshold, making it an attractive alternative in Zimbabwe's competitive internet landscape.

For over a year, thousands of Zimbabwean businesses, entrepreneurs, and remote workers built their operations and organised their lives around this service. Small businesses relied on it for daily operations, remote workers depended on it for their livelihoods, and students used it for online education. The promise was clear: pay US$45 monthly for unlimited internet with 5 Mbps speeds up to 1TB of usage.

However, in July 2025, without any prior notice or communication to customers, Econet Wireless unilaterally and drastically altered the SmartBiz Fair Usage Policy. The effective high-speed data allowance was secretly reduced from 1TB to just 200GB after which the product would be de-prioritised (rendered unusable) - an 80% reduction in value while maintaining the same US$45 monthly price.

This change was implemented silently, with no official announcement, no customer notification, and no opt-out provision for existing subscribers who had paid for services under the original terms. Customers only discovered the change when their previously reliable connections became virtually unusable after reaching the new, undisclosed 200GB threshold.

THE SCOPE OF THE DECEPTION
The impact of this policy change extends far beyond a simple service adjustment:

1. Misleading Marketing Continues
Econet still advertises SmartBiz with "1TB Fair Usage Policy" on official channels
New customers are being sold a service under false pretenses
The effective data limit of 200GB is nowhere disclosed in marketing materials
2. Severe Service Degradation
After 200GB usage, speeds don't just slow down - they become practically unusable
Connections drop to below 1 Mbps, often falling to 100 Kbps (slower than 1990s dial-up)
The service becomes unstable with frequent disconnections and failed data transfers
Unlike industry standard, there are no off-peak hours when normal speeds resume
3. Financial Impact on Businesses
Small businesses have lost productivity and revenue due to unreliable connectivity
Remote workers have been unable to fulfill work commitments
Students have been disadvantaged in their online studies
Many customers have been forced to purchase additional expensive data bundles
4. Breach of Consumer Trust
Existing customers mid-subscription cycle were affected without consent
No refunds or compensation offered for the reduced service value
Customer service representatives initially claimed it was a "technical fault"

OUR DEMANDS
We, the undersigned customers and supporters of fair business practices, demand that Econet Wireless Zimbabwe immediately:

1. RESTORE THE ORIGINAL FAIR USAGE POLICY
Immediately revert the SmartBiz-5 (US$45) package to its original 1TB high-speed data allowance
Honor the terms under which existing customers subscribed to the service
2. PROVIDE FULL TRANSPARENCY
Issue a public apology for the deceptive implementation of this policy change
Publish clear, accurate Fair Usage Policy limits for all SmartBiz packages
Commit to providing 30 days advance notice for any future policy changes
3. COMPENSATE AFFECTED CUSTOMERS
Provide full refunds to customers who paid for July 2025 subscriptions under false pretenses
Offer service credits equivalent to the value lost due to the reduced data allowance
Extend subscription periods to account for unusable service days
4. IMPLEMENT ETHICAL BUSINESS PRACTICES
Establish a customer consultation process for major service changes
Create clear complaint resolution mechanisms for service disputes
Ensure all marketing materials accurately reflect actual service limitations
5. REGULATORY COMPLIANCE
Submit to independent audit of customer communication practices
Comply with consumer protection regulations regarding service changes
Provide binding commitments to prevent similar deceptive practices

THE BROADER IMPACT
This issue extends beyond individual customer complaints. It represents a fundamental breach of consumer trust in Zimbabwe's telecommunications sector. In an era where reliable internet connectivity is essential for economic participation, education, and social inclusion, telecommunications companies have a responsibility to provide transparent, reliable services.

Econet's attempt to secretly reduce service value while maintaining prices appears to be a desperate attempt to force customers into more expensive packages costing up to US$417 monthly.

This petition is not just about data allowances - it's about corporate accountability, consumer rights, and the future of fair business practices in Zimbabwe's telecommunications industry.

CALL TO ACTION
We call upon:

Econet Wireless Zimbabwe to immediately address these demands
POTRAZ (Postal and Telecommunications Regulatory Authority) to investigate these practices

Consumer protection organizations to support affected customers
The media to continue highlighting this consumer rights issue
The public to support this petition and demand accountability
The time for corporate accountability is now. Zimbabwean consumers deserve honest, transparent telecommunications services that deliver on their promises.

We will not accept deceptive business practices. We demand justice for SmartBiz customers.

 
Sign this petition to demand Econet Wireless restore the SmartBiz Fair Usage Policy and end deceptive practices against Zimbabwean consumers.

This petition represents the collective voice of affected SmartBiz customers and supporters of fair business practices in Zimbabwe's telecommunications sector.