The Malawi Communications Regulatory Authority (MACRA) has ordered Airtel Malawi Plc and Telekom Networks Malawi Plc (TNM) to compensate customers affected by revised tariffs implemented before the operators met the required seven-day publication notice period.
MACRA said it had approved the tariff changes following a regulatory assessment, but the two operators failed to comply with Section 76 of the Communications Act of 2016, which requires licensed operators to publish approved tariffs in at least two daily newspapers seven days before they take effect.
The regulator said customers who purchased affected telecommunications products and services between 26 June and 2 July 2026 will receive account credits covering the difference between the previous and revised bundle prices.
MACRA said the publication requirement is designed to improve transparency, give consumers advance notice of tariff changes and allow them time to make informed decisions before new prices are introduced.
"The compensation is intended to remedy the impact of the premature implementation of the revised tariffs and restore consumers to the position they would have been in had the statutory notice requirement been observed," said MACRA.
The Authority has instructed Airtel Malawi and TNM to complete the compensation process by 31 July 2026 and submit evidence confirming compliance with the directive.
The operators have also been instructed to strengthen internal compliance procedures to ensure future tariff adjustments comply with the Communications Act of 2016 and other regulatory obligations.
MACRA said it will monitor implementation of the compensation process to ensure all affected customers receive the correct credits.
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