Telecom Namibia data breach: What’s next?

A few weeks ago, Namibians were rocked by news of a data breach at Telecom Namibia, where sensitive customer information was leaked online (despite Telecom’s denial). The leak includes personal details shared during the mandatory SIM card registration. For many, this is a worrying reminder of the risks of cyberattacks and data mismanagement. Namibia is no stranger to the challenges of digital transformation, but this breach shows just how unprepared we are to protect personal information. These issues are not unique to Namibia. Similar cases, like the massive 2022 Optus data breach in Australia or the 2017 Equifax hack in the US, show how such incidents hurt both businesses and individuals.



For Telecom, the damage is more than just technical. Customer trust is the lifeblood of any business. When customers provide personal data, they assume their information is safe. Now, many of Telecom’s customers will be questioning whether they made the right choice by trusting the company with their details. Internationally, we have seen companies pay heavily after such breaches. Optus had to deal with lawsuits and government fines, while Equifax ended up paying millions to compensate affected customers. Telecom must now prepare for a similar fallout if swift action is not taken to rebuild customer trust.



For the ordinary Namibian, this data leak is a personal threat. Identity theft is now a real possibility, as criminals now have access to their information and could use it to impersonate people, commit fraud, or even gain access to their finances. With mandatory SIM registrations, the public had no choice but to share their private details. Now, that trust has been shattered, just like in the case of the Optus breach, where leaked identity numbers and other personal information left thousands of Australians scrambling to protect themselves. Telecom’s customers now face the same fear.



But what should happen next?



• Be honest and transparent

Telecom must immediately inform every affected customer about what was leaked and explain what steps people should take to protect themselves. Silence or vague promises will only deepen the public’s anger and mistrust. Telecom must go beyond empty words and take actual steps to assist its customers; it’s the least Telecom can do.



• Strengthen cybersecurity

This attack should be a wake-up call for Telecom and all Namibian businesses. To prevent future attacks, serious investments are needed in better data protection systems. This includes strong encryption, regular system testing, and staff training on cybersecurity risks.



• The role of government

This leak is not just about one company. It also highlights gaps in how Namibia protects its citizens’ data. While privacy rights are recognized in the constitution, strong laws are needed to hold companies accountable for protecting consumers’ data. Namibia can learn from South Africa. They have clear regulations that force companies to take data protection seriously and impose harsh penalties if they don’t. It is time for Namibia to follow suit (perhaps it is time to finalize the Draft Data Protection Bill).



Looking ahead, this leak is a crisis, but it can also be a turning point. If handled properly, it could push businesses to take cybersecurity seriously and create stronger data protection laws in Namibia. For Telecom’s customers, the road ahead won’t be easy. You have to remain vigilant and take precautions like changing passwords and monitoring accounts for suspicious activities. For Telecom, this is a chance to rebuild trust by putting customers first and ensuring such an incident never happens again. “Trust is hard to build and easy to lose.” Not only Telecom but all Namibian businesses must learn this lesson quickly or risk paying the price.



* Dalice Tshilemba is a PhD candidate in international marketing at Åbo Akademi University in Finland. Her research focuses on AI ethics in marketing.