Suleman Chitera By Suleman Chitera
September 29, 2026 | 1:18 PM
The Malawi Communications Regulatory Authority (MACRA) has launched an investigation into complaints from consumers over the rapid depletion of mobile data bundles on TNM and Airtel Malawi networks.
In a public notice, MACRA said the investigation will examine how the two mobile network operators charge and account for customers’ mobile data usage.
The regulator said its investigation will focus on the operators’ data charging and billing systems, data usage records and the accuracy of data deductions from customers’ purchased bundles.
MACRA said the exercise is intended to establish the factors contributing to the complaints and determine whether any regulatory action is required.
MACRA asks consumers to provide evidence
The regulator has urged consumers who have experienced unusually rapid data bundle depletion to provide supporting evidence that could assist the investigation.
Customers have been asked to submit relevant records, including:
- Data bundle purchase notifications
- Data usage alerts
- Screenshots showing data balances and deductions
- Dates and times of the reported incidents
- Other records that may help demonstrate the disputed data deductions
The information will help MACRA compare customers’ complaints with usage and billing records from the affected operators.
Investigation outcome
MACRA said it will communicate the outcome of the investigation once the exercise has been completed.
The investigation comes amid concerns from mobile users about how quickly purchased data bundles are being consumed, particularly when customers believe their actual usage does not correspond with the amount of data deducted.
For consumers affected by the issue, keeping screenshots, SMS notifications and other usage records may provide important evidence for the regulator’s assessment.
MACRA has not yet announced the findings of the investigation, and no conclusion has been made regarding whether TNM or Airtel Malawi has breached any regulatory requirements.
