MACRA investigating public concerns over rapid depletion of mobile data bundles

* Includes assessing the two operators’ data charging and billing systems, data usage records and the accuracy of data deduction from customers’ bundles

* Consumers who have experienced unusually rapid depletion of data bundles encouraged to report their experiences to MACRA; dg@macra.mw or toll free number 261

By Duncan Mlanjira

Malawi Communications Regulatory Authority (MACRA) has announced that it is investigating public concerns over rapid depletion of mobile data bundles on TNM and Airtel Malawi networks.

In a public notice published on its official Facebook account, MACRA Director General, Mayamiko Nkoloma indicates the Authority is investigation includes “assessing the two operators’ data charging and billing systems,  data usage records and the accuracy of data deduction from customers’ bundles”.

“The investigation seeks to establish factors contributing to the concerns raised and determine whether any regulatory intervention is required,” says Nkoloma.

He thus encouraged consumers “who have experienced unusually rapid depletion of data bundles” to report their experiences to MACRA — through; dg@macra.mw or toll free number 261.

Information to report on includes “data purchase notifications; data usage alerts; screenshots; dates and time of reported incidents — and any other relevant records that may assist the authority’s investigation”.

MACRA assures the public that it shall “communicate the outcome of the investigation once the exercise is concluded”.

In July, some customers complained over the fast rate at which data was being depleted, which described as “sinister” — suggesting that it was probably a step by the operators to recover revenue after MACRA ordered them to reverse the upward adjustment of data tariff.

However, when Maravi Express reached out to TNM’s Corporate Affairs Director, Sobhuza Ngwenya, he indicated that the service provider had not changed the way consumers use data or data services they are charged”.

“These rates of consumption are duly approved and monitored by the regulator, [MACRA],” said Ngwenya contacted. “All TNM data service charges are transparent and there is nothing ‘sinister’ about the TNM billing system which has served our customers for many years delivering value for money for our customers.”

On assumption by some customers that the speedy depletion of data is intended to recover revenue following the reversal of the upward adjustment of the tariff, Ngwenya stated that “there is no basis for that allegation”.

“TNM’s data charging is based solely on actual usage. Customers have the right to ask TNM for what they have used to confirm if they are being charged correctly.

“TNM remains committed to transparent and accurate billing for customers.”

The customer who posted his observations on Facebook also indicated that “while most smartphones have built-in data usage monitors, they are however not accepted by the two operators”.

But in response Ngwenya said: “Smartphone data monitors are not restricted on TNM network. Customers are free to use data monitoring apps of their choice.

“In addition, TNM customers can use the TNM Smart App to monitor their account, including their bundle balances and usage.

“If a customer believes there is an anomaly with their data usage, they are encouraged to contact our Customer Care team so we can investigate the matter.”