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

The Malawi Communications Regulatory Authority (MACRA)  has directed Airtel Malawi Plc  and Telekom Networks Malawi Plc (TNM) t o compensate customers after determining that both operators failed to fully comply with statutory tariff publication requirements before implementing recently approved telecommunications price adjustments.

In a public statement issued on July 17, MACRA said it had reviewed the implementation of the revised tariffs and found that while it had approved the changes following a comprehensive regulatory assessment, the two operators did not fully meet the requirements of Section 76 of the Communications Act 2016.

Under the law, licensed operators are required to publish approved tariff changes in at least two daily newspapers seven days before the revised prices take effect. MACRA said the requirement is intended to promote transparency, give consumers adequate notice of price changes and allow them sufficient time to make informed decisions before new tariffs are implemented.

Following the regulator’s intervention, Airtel Malawi and TNM have agreed to compensate customers who purchased affected products and services during the mandatory seven-day notice period, which ran from June 26 to July 2, 2026.

The operators will credit affected customers’ accounts with bundles equivalent to the difference between the previous bundle prices and the newly approved tariffs. MACRA has directed both companies to complete the compensation exercise by July 31, 2026, and submit evidence demonstrating compliance with the order.

In addition, the regulator has instructed Airtel Malawi and TNM to strengthen their internal compliance procedures to ensure that future tariff adjustments fully comply with the Communications Act 2016 and all applicable regulatory obligations.

MACRA said it will closely monitor the implementation of the compensation programme to ensure all affected customers receive the appropriate credits. The authority reaffirmed its commitment to protecting consumer interests, promoting transparency and accountability in the communications sector, and ensuring that all licensed operators comply with Malawi’s communications laws and regulatory requirements.