* MACRA provided TNM (as one of the operators) with a window within which to implement the refunds, which was up to July 31, 2026
* The compensation process has already commenced and it is on track and affected customers’ accounts are being credited automatically
By Duncan Mlanjira
TNM Plc has assured its customers that the process to refund the cost of the internet data bundles they bought after the service provider had unprocedurally raised its price, already commenced and is on track.
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On July 17, Malawi Communications Regulatory Authority (MACRA) ordered both TNM and Airtel Malawi to reverse the revised telecommunications tariffs, saying the two mobile network operators breached legal requirements.
The red flag for the unprocedural data increase was raised by Consumer Association of Malawi (CAMA) in a letter of concern it sent to MACRA — indicating that the Law was not followed.
Maravi Express reached out to TNM after a customer raised the subject on Facebook social media platform, indicating that he had not received any confirmation of receipt of the refund — believing that the service provider ignored MACRA’s directive.
However, TNM’s Corporate Affairs Director, Sobhuza Ngwenya maintains that “the required customer refund exercise is underway and [is] on track to complete it as directed”.
Sobhuza Ngwenya
“It is important to note that MACRA provided TNM (as one of the operators) with a window within which to implement the refunds, which was up to July 31, 2026.
“TNM, therefore, is executing the refund exercise within that prescribed period. The compensation process has already commenced and it is on track.
“Affected customers’ accounts are being credited automatically,” Ngwenya said, which emphasis that “customers do not need to take any action to receive their compensation.”
The Facebook post also alluded to after the increase was halted by MACRA, the fast rate at which his data is being depleted was “sinister” — which was agreed to by other data bundle customers.
In response, Ngwenya assures that “TNM has not changed the way consumers use data or data services are charged”.
“These rates of consumption are duly approved and monitored by the regulator, [MACRA],” says Ngwenya when Maravi Express contacted him for TNM’s response.
“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.
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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”.
In response Ngwenya says: “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.”
When CAMA raises the red flags over the unorocedural increase of the data bundlesearly this month, Executive Director, John Kapito indicated that the two mobile service providers flouted the Communication Act, 2016, which “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”.
He cited 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’.”
And 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.’
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