By Wendy Mkandawire
The Malawi Communications Regulatory Authority (MACRA) has directed Airtel Malawi Plc and Telecom Networks Malawi Plc (TNM) to compensate customers affected by the premature implementation of revised telecommunications tariffs.
In a statement from MACRA signed by Director General Mayamiko Nkoloma said it reviewed the recent tariff adjustments by the two operators and found that they did not fully comply with Section 76 of the Communications Act, 2016.
It said that Under the Act, licensed operators are required, upon approval of tariffs by the Authority, to publish the new rates in at least two daily newspapers seven days before they come into effect.
“The purpose of this requirement is to ensure transparency, provide customers with adequate notice of tariff changes, and allow sufficient time for consumers to make informed decisions before revised prices are implemented,” reads part of the statement.
According to a statement following MACRA’s intervention, Airtel Malawi and TNM will compensate customers who were affected during the mandatory 7-day notice period. The compensation is intended to remedy the impact of the premature implementation and restore consumers to the position they would have been in had the statutory notice requirements been observed.
MACRA has directed the two companies to compensate all customers who purchased affected products and services between June 26, 2026 and July 2, 2026.
The compensation will be done by crediting customer accounts with bundles equivalent to the difference between the old bundle prices and the approved new bundle prices.
The Authority has further ordered the operators to complete the compensation exercise by July 31, 2026 and to submit evidence of compliance.
MACRA has also told Airtel and TNM to strengthen internal compliance procedures to ensure future tariff adjustments fully meet requirements of the Communications Act, 2016 and all other regulatory obligations.
MACRA says it will monitor the implementation of the refunds to ensure that all affected customers receive the appropriate credits.
