The Malawi Communications Regulatory Authority (MACRA) has directed Airtel Malawi Plc and Telekom Networks Malawi Plc to compensate customers after the two mobile network operators failed to comply with legal requirements governing the implementation of revised telecommunications tariffs.
According to a public statement issued by MACRA, although the Authority had approved the tariff adjustments following a regulatory assessment, both operators introduced the new prices without fully complying with Section 76 of the Communications Act, 2016.
The law requires licensed operators to publish approved tariffs in at least two daily newspapers seven days before they take effect.
MACRA said the publication requirement is intended to promote transparency, give consumers adequate notice of tariff changes and allow them sufficient time to make informed decisions before revised prices are implemented.
As part of the corrective measures, Airtel and TNM will compensate customers who purchased affected products and services between June 26 and July 2, 2026, by crediting their accounts with bundles equivalent to the difference between the old and revised bundle prices.
The two operators have also been ordered to complete the compensation exercise by July 31, 2026, and submit proof of compliance to the regulator.
MACRA further directed the operators to strengthen their internal compliance systems to ensure future tariff adjustments comply with the Communications Act and other regulatory obligations.
The Authority says it will closely monitor the compensation exercise to ensure all affected customers receive the appropriate credits, reaffirming its commitment to protecting consumer interests and promoting accountability in the communications sector.
