The Malawi Communications Regulatory Authority, MACRA, has directed Airtel Malawi Plc and Telekom Networks Malawi (TNM) Plc to compensate customers who were affected by the premature implementation of revised telecommunications tariffs.
According to a public statement issued on Friday and signed by Director General of MACRA, Mayamiko Nkoloma, PhD, the two operators failed to fully comply 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 come into effect.
MACRA said the purpose of the seven-day notice is to ensure transparency and give consumers adequate time to make informed decisions before new prices take effect.
The Authority noted that both Airtel and TNM rolled out the revised tariffs without observing the mandatory notice period.
Following MACRA’s intervention, the two mobile operators have agreed to credit affected customers with bundles equivalent to the difference between the old bundle prices and the approved new bundle prices.
The compensation will cover purchases made during the 7-day notice period from 26th June 2026 to 2nd July 2026.
In addition to the credits, MACRA has ordered Airtel and TNM to complete the compensation exercise by 31st July 2026 and submit evidence of compliance to the Authority.
The operators have also been told to strengthen internal compliance procedures to avoid future breaches of the Communications Act.
The regulator said it will closely monitor the refund process to ensure that all affected customers receive the appropriate credits
According to the statement,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.
The tariff adjustments for both operators had earlier been approved by MACRA following a comprehensive regulatory assessment.
However, the Authority emphasized that approval does not override the legal obligation to notify the public in advance.
MACRA has therefore urged customers to check their accounts for the compensation and to report any discrepancies to the Authority.
