{"id":100048,"date":"2024-06-07T08:06:29","date_gmt":"2024-06-07T08:06:29","guid":{"rendered":"https:\/\/nicoinnovationhub.com\/macra\/?page_id=100048"},"modified":"2024-06-28T08:32:01","modified_gmt":"2024-06-28T08:32:01","slug":"consumer-complaints","status":"publish","type":"page","link":"https:\/\/nicoinnovationhub.com\/macra\/consumer-complaints\/","title":{"rendered":"Consumer Complaints"},"content":{"rendered":"

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Consumer Complaints<\/h2>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Section” _builder_version=”4.25.1″ _module_preset=”default” background_enable_pattern_style=”on” background_pattern_style=”tufted” background_pattern_color=”rgba(224,192,190,0.71)” min_height=”129.7px” custom_padding=”0px||0px||true|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.25.1″ _module_preset=”default” min_height=”84px” custom_margin=”|auto||auto|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.2″ _module_preset=”default” text_font=”|700|||||||” text_text_color=”#FFFFFF” text_font_size=”18px” background_image=”http:\/\/nicoinnovationhub.com\/macra\/wp-content\/uploads\/2024\/06\/Tag.png” width=”38%” width_tablet=”61%” width_phone=”100%” width_last_edited=”on|phone” custom_margin=”||7px||false|false” custom_padding=”6px||6px|53px|true|false” custom_padding_tablet=”6px||6px|53px|true|false” custom_padding_phone=”6px||6px|40px|true|false” custom_padding_last_edited=”on|phone” hover_enabled=”0″ global_colors_info=”{}” text_font_size_last_edited=”on|phone” sticky_enabled=”0″ text_font_size_phone=”12px” text_font_size_tablet=”18px”]<\/p>\n

COMPLAINT HANDLING PROCEDURE<\/p>\n

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<\/h4>\n

Consumers of all communication services: \u2013 Telecommunications, Broadcasting, Data communications, Postal and Courier Services who are dissatisfied with services rendered to them by any of the operators have a right to redress the situation through lodging of complaints to Malawi Communications Regulatory Authority.<\/span><\/span><\/p>\n

Please read carefully the procedures, which are outlined here in the form of Frequently Asked Questions and answers.<\/strong><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.25.1″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”10px||30px||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”Mode of lodging complaints” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

The complainant may deliver a complaint through the following means:<\/p>\n

    \n
  1. By hand\/dispatch; \u2013\u00a0 Malawi Communications Regulatory Authority, 9 Salmin Armour Road, Ginnery Corner, Blantyre, Malawi<\/li>\n
  2. By post; \u2013 Malawi Communications Regulatory Authority,9 Salmin Armour Road, Private Bag 261, Blantyre, Malawi<\/li>\n
  3. By phone or fax; \u2013 +265 (0) 1 812912 or\u00a0 01 812 890<\/li>\n
  4. By web-site\/on line\u00a0\u00a0 macra.mw \/ consumer-help@macra.mw<\/li>\n<\/ol>\n

    [\/et_pb_toggle][et_pb_toggle title=”What issues can consumers complain about?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.2″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22,%22title_text_color%22%93}”]<\/p>\n

    These include, amongst others: unlawful airtime deductions, arbitrary disconnection, and nonchalant attitude towards genuine complaints, poor quality of services, delays in service delivery, false and misleading advertisements, invasion of privacy, violation or non-delivery of mail, delayed restoration of service etc.<\/span><\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”What is the first thing a dissatisfied consumer of communication services do, in order to get their problem solved?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.2″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    It is advisable to begin the complaints process with the provider of the service you are not satisfied with for instance with a call or written complaint and where necessary, obtain a complaint reference number where necessary. This gives them a chance to resolve the issue for you. Most licensed operators are more than willing to resolve complaints amicably and swiftly.<\/p>\n

    In the event that the service provider does not satisfactorily solve the problem, he \/ she can then proceed to file a complaint to the Consumer Affairs Unit of the Malawi Communications Regulatory Authority<\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”Do consumers have any responsibilities \/ duties \/obligations?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    Yes! Whereas consumers have got rights, they too have obligations to fulfill. Obligations such as prompt payment of phone bills and ensuring that utilization of communications services is not in a manner hazardous to the environment.<\/span><\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”Will the MACRA Consumer Affairs Unit get back to the consumer who lodged a complaint?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    Yes. In cases where investigations are concluded in less than 48 hours, the complainant will be reached by phone in less than 48 hours, otherwise he\/she will be communicated to in writing on the outcome of the review within 14 days.<\/span><\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”Is MACRA a Government agency?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    Yes! MACRA is a Government agency with independent status to effectively regulate the activities of operators, suppliers and consumers in the communications industry.\u00a0 For further information, please contact;<\/span><\/p>\n

    [\/et_pb_toggle][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”Can an aggrieved consumer sue the service provider in a court of law over a breach of contract?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    Yes, But MACRA advises that this should be a last resort, Dialogue and peaceful negotiations are preferred and should be fully explored before resorting to protracted and costly litigation. MACRA offers arbitration to the aggrieved parties to facilitate an amicable resolution of differences and disputes between service providers and consumers.<\/span><\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”Do I have to pay for the services of MACRA Consumer Affairs Unit (CAU)?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    No! The services of the CAU are rendered FREE OF CHARGE. \u2018So, take advantage, so that we can help you.\u2019<\/span><\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”How can a subscriber\/consumer lodge complaint?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.2″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    A complaint to MACRA can be in writing, by phone, email, fax or by personal visit. The written complaint should be summarized and must not exceed two pages; it must be readable, clear and should contain the complainant\u2019s contacts. If you are having problems lodging complaint, our consumer affairs team is on hand to help you.<\/span><\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”How do I file a complaint with Malawi Communications Regulatory Authority” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    The particulars in the complaint should include Name, Physical address, Phone number, Email address and Complaint reference number (note; service providers should provide you with a reference number whenever you make a complaint to them), as well as a brief description of the problem they are facing and its duration. Provide copies of all documents pertaining to the complaint. A brief explanation of the circumstances that led to the complaint; name of service provider, and telephone number should also be availed.<\/span><\/p>\n

    [\/et_pb_toggle][et_pb_toggle title=”What happens when MACRA Consumer Affairs Unit receives a complaint?” closed_toggle_background_color=”#FFFFFF” icon_color=”#E02B20″ toggle_icon=”||fa||900″ use_icon_font_size=”on” open_icon_color=”#E02B20″ open_toggle_icon=”||fa||900″ _builder_version=”4.25.1″ _module_preset=”default” title_text_color=”#e02b20″ title_font=”||||||||” title_font_size=”17px” body_font=”|300|||||||” body_text_align=”justify” body_font_size=”16px” custom_margin=”||0px||false|false” custom_padding=”35px|0px|35px|0px|true|true” border_width_all=”0px” border_width_bottom=”1px” global_colors_info=”{%22gcid-b9977658-4716-4f1b-8f0f-15b61fc8dfd9%22:%91%22title_text_color%22%93}”]<\/p>\n

    The complaint is analyzed and investigated immediately. Consumer Affairs Unit (CAU) reaches out to the service provider complained against. If the CAU is satisfied that the service provider breached terms of its contract with the consumer, or acted contrary to its license obligations and regulations, the Authority shall take appropriate action without delay to get the service provider to improve the situation.<\/span><\/p>\n

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    Consumer ComplaintsCOMPLAINT HANDLING PROCEDURE Consumers of all communication services: \u2013 Telecommunications, Broadcasting, Data communications, Postal and Courier Services who are dissatisfied with services rendered to them by any of the operators have a right to redress the situation through lodging of complaints to Malawi Communications Regulatory Authority. Please read carefully the procedures, which are outlined […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-100048","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/pages\/100048","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/comments?post=100048"}],"version-history":[{"count":34,"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/pages\/100048\/revisions"}],"predecessor-version":[{"id":104216,"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/pages\/100048\/revisions\/104216"}],"wp:attachment":[{"href":"https:\/\/nicoinnovationhub.com\/macra\/wp-json\/wp\/v2\/media?parent=100048"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}