MACRA Orders Airtel Malawi and TNM to Compensate Customers Over Tariff Notice Breach

MACRA Orders Airtel Malawi and TNM to Compensate Customers Over Tariff Notice Breach

‎‎Blantyre | July 17, 2026

‎Customers of Airtel Malawi Plc and Telekom Networks Malawi (TNM) Plc are set to receive compensation after the Malawi Communications Regulatory Authority (MACRA) found that the two mobile network operators failed to fully comply with legal requirements before implementing revised telecommunications tariffs.

‎In a public statement released on Friday, MACRA said it had reviewed the implementation of the recently approved tariff adjustments and established that the operators did not meet the publication requirements outlined in the Communications Act, 2016.

‎According to the regulator, licensed operators are required to publish approved tariff changes in at least two daily newspapers seven days before the new prices take effect.

‎‎MACRA explained that this requirement is meant to “ensure transparency, provide consumers with adequate notice of tariff changes and allow them sufficient time to make informed decisions before revised prices are implemented.”

‎Following the regulator's intervention, both Airtel Malawi and TNM have agreed to compensate affected customers.

‎‎The statement says customers who bought the affected products and services during the mandatory seven-day notice period—from 26 June 2026 to 2 July 2026—will receive credits in the form of bundles equivalent to the difference between the old and the new bundle prices.

‎The two operators have also been directed to complete the compensation exercise by 31 July 2026 and submit proof of compliance to MACRA.

‎‎In addition, the companies are expected to strengthen their internal compliance procedures to ensure future tariff adjustments fully comply with the Communications Act and other regulatory obligations.

‎‎MACRA emphasized that it will closely monitor the compensation process to ensure all affected customers receive the appropriate credits.

‎The authority reiterated its commitment to "protecting consumer interests, promoting transparency and accountability in the communications sector" while ensuring that all licensed operators comply with the law.

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