The Consumers Association of Malawi (CAMA) has welcomed a directive by the Malawi Communications Regulatory Authority (MACRA) ordering Airtel Malawi and Telekom Networks Malawi (TNM) to compensate customers affected by the premature implementation of revised mobile data bundle tariffs.
CAMA Executive Director John Kapito said in a statement that the directive followed a meeting between the consumer body and MACRA on July 8, 2026.
During the meeting, the two parties agreed that the tariff changes breached Section 76 of the Communications Act of 2016, which requires mobile network operators to give the public at least seven days’ notice before implementing any tariff adjustments.
Kapito said CAMA had earlier petitioned MACRA to reverse the tariff changes, arguing that consumers were unfairly charged without the legally required notice.
According to CAMA, thousands of subscribers purchased the affected data bundles during the mandatory notice period, resulting in financial losses.
“MACRA has acted professionally and in accordance with the law. This decision sends a strong message that consumer rights will continue to be protected in Malawi. We requested that consumers be refunded or compensated, and we are pleased that this has been accepted,” Kapito said.
He commended MACRA for its swift response, saying the decision strengthens public confidence in the country’s regulatory institutions and demonstrates their ability to enforce the law impartially.
MACRA Director General Mayamiko Nkoloma confirmed that both Airtel Malawi and TNM have been instructed to implement a compensation plan for all customers who purchased the affected data bundles during the period in question. He said the regulator will closely monitor the process to ensure full compliance and transparency.
CAMA has since urged the two mobile network operators to expedite the refund process. The association has also advised affected consumers to monitor their mobile accounts and report to either MACRA or CAMA if they do not receive compensation within the timeframe set by the operators.
