By Wezzie Nkhoma- Somba, contributor:
The Malawi Communications Regulatory Authority (Macra) has established a toll-free customer call centre.
Through the call centre, Macra seeks to attend to enquiries and deal with complaints which have not been resolved by communications service providers.
Consumers can also use the line when not satisfied with service providers’ action to address problems raised.
“It became apparent that these other channels still fell short of providing immediate feedback, which has prompted the authority to establish the call centre, with a free line for subscribers from all networks.
“This will enable ICT consumers to have immediate access to information and feedback regarding any challenges experienced with ICT operators or acquisition of any information about Macra,” the authority’s communications manager Zadziko Mankhambo said.
The call centre, with a toll-free number 261 from all networks and which became effective on June 17 2022, will complement channels such as the website and social media platforms which Macra has been using to get feedback from ICT consumers.
Mankhambo said the call centre will automatically compute complaints and provide automatic reports at designated periods.
“However, all complaints must first be presented to the operator by the complainant and the operator must be given a maximum of 14 days to resolve the problem before referring the problem to Macra.
“The call centre will be available from Monday to Friday, during working hours (08:00hrs to 17:00 hours), and complaints can be lodged from any network using the toll,” he said.
Macra derives its mandate on consumer protection from Part XVII of the Communications Act (Cap. 68:01 of laws of Malawi) and the Electronic Transactions and Cybersecurity Act (Cap. 74:02 of laws of Malawi).
Section 151 of the Communications Act states that ‘The authority shall protect the interests of consumers, purchasers and other users of communication services”.