Malawi orders telcos to compensate clients after tariff breaches

by MAVHUTO BANDA
LILONGWE, (CAJ News) – THE Malawi Communications Regulatory Authority (MACRA) has ordered Airtel Malawi and Telekom Networks Malawi (TNM) to compensate customers following the companies’ failure to comply with tariff publication requirements.

The regulator, on Friday morning, stated that the operators had failed to comply with Section 76 of the Communications Act 2016, which requires licensed operators to publish approved tariff adjustments in at least two daily newspapers seven days before they take effect.

Customers who purchased affected products and services during the seven-day notice period between June 26 and July 2 are to receive credits to their accounts, following the directive.

Accounts will be credited with bundles equivalent to the price difference between the old rates and the new approved rates.

The operators must complete the compensation process by July 31 and provide proof of compliance to MACRA.

The companies are required to strengthen their internal procedures to ensure future compliance with the Communications Act (2016).

MACRA stated that it would monitor the process to ensure all affected customers received their credits.

“MACRA remains committed to protecting consumer interests, promoting transparency and accountability in the communications sector, and ensuring that all licensees comply with the Communications Act and other applicable regulatory requirements,” Mayamiko Nkoloma, MACRA Director General, said.

The purpose of the provisions the telecom operators have breached is to promote transparency, ensure that consumers receive adequate notice of price adjustments, and provide them with sufficient time to make informed decisions before the new rates are implemented.

– CAJ News