The Malawi Communications Regulatory Authority (MACRA) has directed Airtel Malawi and Telekom Networks Malawi (TNM) to refund and compensate subscribers for violating mandatory regulations governing the publication of tariffs.
The Malawi Communications Regulatory Authority (MACRA) has directed Airtel Malawi Plc and Telekom Networks Malawi (TNM) to compensate subscribers after introducing new tariffs without fully meeting legal requirements.
Following a regulatory review, MACRA found that although the tariff adjustments had been approved after a comprehensive assessment, both operators failed to fully comply with Section 76 of the Communications Act, 2016.
According to the regulator, the law requires licensed telecommunications operators to publish approved tariff changes in at least two daily newspapers seven days before the new prices take effect.
MACRA explained that the requirement is intended to ensure transparency, give consumers adequate notice of tariff changes, and provide them with sufficient time to make informed decisions before revised prices are implemented.
As a result, the regulator ordered Airtel Malawi and TNM to compensate subscribers affected by the tariff increases during the mandatory seven-day notification period.
According to MACRA, the compensation is meant to address the impact of the premature implementation of the revised tariffs and restore consumers to the position they would have been in if the statutory requirements had been properly observed.
African regulators increase scrutiny of telecom operators
Regulators across Africa have increasingly taken action against telecommunications companies, requiring operators to compensate customers over poor service delivery and unauthorized tariff increases.
Last week, the Guinean government urged Orange Guinea to improve network quality, expand coverage, and reduce internet costs in line with the country’s digital development objectives.
Similarly, in June 2026, the Chadian government warned Moov Africa Chad and Airtel Chad to enhance network performance following growing concerns over the declining quality of mobile services in the country.
In some markets, telecom operators have proactively embarked on network improvement initiatives.
In May 2026, Telecom Namibia notified subscribers about possible service disruptions as it continued implementing its network modernization programme.
Meanwhile, the Nigerian Communications Commission (NCC) in March 2026 directed all mobile network operators to compensate subscribers in cases of poor network coverage as part of broader efforts to improve service quality.
Other African regulators have imposed financial penalties on repeat offenders.
In July 2025, the Zambia Information and Communications Technology Authority (ZICTA) ordered Airtel Zambia to compensate customers after a network outage caused widespread service disruptions.
The regulator required Airtel Zambia to reimburse affected subscribers, with the compensation package valued at 4 million Zambian kwacha, equivalent to approximately $142,500 at the time.
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