The Malawi Communications Regulatory Authority (MACRA) says it is important for people to understand their consumer rights as the digital space keeps growing.
Director General for MACRA, Daud Suleman, made the remarks at Gymkhana Ground in Zomba during the commemoration ceremony of World Consumer Rights day under the theme Fair and Safe Digital Space for Consumers.
Suleman stressed that it is crucial for consumers to know that the digital space is well-protected and they are safe whenever they venture into it.
“As new consumers are coming into the digital space, they must understand the rights and the freedoms that they have. Most importantly, they must know that they have measures that can be taken to find recourse when they encounter a problem,” explained Suleman.
He further applauded consumers for lodging complaints about challenges they are encountering in the digital and communications sector adding that this ensures that they are receiving top quality services and the providers are held accountable.
Patrick Mleya, Head of Broadband Services at Airtel Malawi, said the company has different channels to ensure that their customers are not exploited and are given the best digital services.
“For instance, we have cross interlines for customers to reach us, service centers where customers can go, and an open door policy which consumers can use if they feel that they are not being helped by our other departments,” explained Mleya.
He added that in terms of digital fraud and cyber attacks, Airtel has done everything possible to make sure that their processes are consumer-friendly and secure but there is always room for improvement in the gaps which customers may feel like need to be addressed.
