The Malawi Communications Regulatory Authority (MACRA) is investigating public concerns over the rapid depletion of mobile data bundles on Telekom Networks Malawi (TNM) and Airtel Malawi networks, MACRA said in a statement.
"MACRA is investigating the matter, including assessing the operators' data charging and billing systems, data usage records and the accuracy of data deduction from customers' bundles," said Mayamiko Nkoloma, MACRA's director-general.
"The investigation seeks to establish factors contributing to the concerns raised and determine whether any regulatory intervention is required," he said, adding that MACRA would communicate the outcome once the exercise was concluded.
The authority urged affected consumers to report their experiences to MACRA via dg@macra.mw or the toll-free number 261, and to provide supporting evidence where available, including data purchase notifications, usage alerts, screenshots, and the dates and times of reported incidents.
Subscribers of the two networks, which operate a duopoly that has proven difficult for new entrants to break into, have again reacted with anger, and some have called on the government to license more operators to increase competition and improve service quality.
Shadric Namalomba, minister of information and communication technology, made similar remarks in July, after Airtel and TNM increased internet tariffs.
MACRA had approved smaller increases than the operators requested — 22.2% for Airtel and 26% for TNM, against requests of 47% and 55% respectively — but found both companies had implemented the changes before meeting the required seven-day publication notice period.
MACRA subsequently ordered the two telcos to compensate affected customers.
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