CAMA faults MACRA on tariff increase on internet bundle by TNM and Airtel

* The Communication Act, 2016 protects consumers from introducing tariff increases without providing justification

* And giving consumers a period of not less than seven days before effecting any tariff adjustments

* These new tariff adjustments are also being introduced at a time when consumers are experiencing poor quality service from the two mobile network operators

* And at a time when Government has just introduced a lot of taxes on mobile money transactions—writes CAMA to MACRA Director General

By Duncan Mlanjira

Consumers Association of Malawi (CAMA) has strongly censured Malawi Communications Regulatory Authority (MACRA) for approving tariff increase on internet bundle by mobile network operators, TNM and Airtel — indicating that the Law was not followed.

In a letter to MACRA Director General, Mayamiko Nkoloma, CAMA Executive Director, John Kapito is thus asking the communication regulator to immediately withdraw the tariff increases, saying they were “effected against the Communication Act, 2016 and infringe upon Consumes Rights as provided for in the Law”.

“These new tariff adjustments are also being introduced at a time when consumers are experiencing poor quality service from the two mobile network operators and at a time when Government has just introduced a lot of taxes on mobile money transactions,” contends Kapito.

“It is, therefore, surprising that at a time when consumers are experiencing poor delivery of mobile services, MACRA has decided to reward the two mobile network operators with tariff increases instead of addressing the key challenges being experienced by consumers.”

Kapito highlights the key challenges being “poor quality network and connectivity resulting in many drop calls; failure to conduct financial and business transactions; and loss of purchased data bundles — among others.

He emphasises that the Communication Act, 2016 “protects consumers from introducing tariff increases without providing justification” and that it gives consumers “a period of not less than seven days before effecting any tariff adjustments”.

“The Communications Act, 2016 further provides clear guidance on the process for setting and revising communication tariffs. Section 74(1) states that: ‘Subject to this Act, a licensee may with prior approval of the Authority set or revise the tariffs for the services that it provides to the public’.

“Section 74 (2) further provides that: ‘A licensee shall set or revise tariffs under this section, based on justifiable economic reasons’.”

“In addition, Section 74(3)(a) requires that: ‘The setting or revision of tariffs by the licensee pursuant to subsection (1) shall be transparent, based on objective criteria and non-discriminatory.’

Kapito takes cognizance that Airtel Malawi and TNM must have consulted MACRA which thus approved the increases, saying: “Our expectations are that MACRA in return, before such approvals are made, is obligated to inform consumers in a transparent manner as demanded by Communication Act, 2016 — explaining the economic justification for your action before approving and effecting these adjustments by the mobile network operators.

“MACRA’s role is to ensure that it is transparently operating for the interest of both consumers and mobile network operators and that role must be exercised to ensure both parties are protected as provided by the Law.

“Section 75 of the Communication Act, 2016 requires licensees seeking tariff adjustments to provide MACRA with sufficient information and justification to support such applications.

“Consumers equally deserve access to information that explains the need for a tariff increase and detailed request towards such an application for increased tariffs and any commitments from the mobile network operators to improve service delivery.

“The failure by MACRA to apply the requirements of the Law raises a lot of questions as failure to involve and engage consumers has compromised [MACRA’s] regulatory mandate as it disadvantaged consumers in its current decision by approving these tariff adjustments.”

CAMA further alludes to that there there must exist “a closed door agreements between MACRA and the mobile network operators, which  exposes MACRA to not being working “in the interest of the public”.

He quoted the Communication Act, 2016 Section 76(a), which provides that: ‘A licensee shall, upon approval of the tariffs by the Authority, publish the tariffs, at the licensee’s own expense, in at least two daily newspapers that have the widest circulation in Malawi, seven days before the introduction of the tariffs’.

“This was not followed,” says CAMA — thus emphasising the demand for MACRA to withdraw the tariffs adjustments by the two mobile network operators and “allow the process to follow with the requirements as stipulated in the Law”.

“It is important for the reputation of MACRA and the mobile network operators and in their own interest to earn credibility and integrity to withdraw the current implementation of the tariff adjustments by TNM and Airtel Malawi Limited.

“CAMA wishes to advise that MACRA was established for the protection of consumers and mobile network operators — and there is need for the regulator to ensure its independence on the way it conduct it’s responsibilities under the Communication Act, 2016.”

CAMA also indicated that it is expecting a response from Director General Nkoloma on the issues raised in the letter within a period of seven days — as from when it was issued on Friday, July 3.

In March 2026, TNM-Plc-responded-to-Parliamentary-Committee-of-Commissions-Statutory-Corporations-&-State-Enterprises by announcing that it would start rolling over of unused data bundles — but many consumers are observing that this was not effected.

TNM Chief Executive Officer, Michel Hebert told the media in March that the rollover feature previously limited to monthly packages but now it will be introduced for smaller bundles to allow customers to carry forward unused data into new subscriptions.

“We are introducing rollover for daily and weekly bundles so that customers do not lose their data,” Hebert said. “If you have unused data and you buy another bundle, it will be added to the new one.”