The money keeps going, but the service is letting consumers down. Now, the Consumers Association of Malawi (CAMA) wants the regulator to investigate complaints against Airtel Malawi and TNM.
CAMA Executive Director John Kapito says the association has received numerous complaints from consumers across the country over unreliable mobile network services, raising questions about what customers are getting for their money.
Speaking to the local media, Kapito said customers have complained about dropped calls, poor internet connectivity, delays in Mo626, Airtel Money and Mpamba transactions, and unexplained depletion of purchased data bundles.
He argues that consumers should not continue paying full prices for services that fall below expected standards. He has also questioned why the two mobile network operators have not publicly explained the reported challenges.
CAMA is now calling on the Malawi Communications Regulatory Authority (MACRA) to release the latest Quality of Service reports for Airtel Malawi and TNM to show how the companies are performing against regulatory standards.
The association also wants MACRA to conduct independent network tests across the country and publish the findings to establish the extent of the reported problems.
Kapito says the regulator should ensure that affected consumers receive appropriate compensation where justified and impose penalties on operators found to have breached the law or regulatory requirements.
The complaints go beyond dropped calls and slow internet. Mobile money services have become an important part of daily life, helping people send and receive money, pay for goods and conduct business.
Meanwhile, MACRA has not responded to the demand.