The Malawi Communications Authority Commission has a mandate to establish minimum Quality of Service (QoS) standards in the delivery of telecommunications services in the country.

These QoS standards ensure that consumers continue to enjoy and to have access to high quality telecommunications service by setting basic minimum quality levels for all telecommunications operators.

These standards define the minimum bounds of acceptability of such technical issues like as transmission rates, error rates, call completion rates, call setup rates among other measurable parameters and commercial consumer issues such as access to customer care centres, billing platform integrity and other characteristics that can be measured and improved.

As provided for in their respective operating licences, every telecommunications operator must report to MACRA at the specified frequency in the year and as when it is required by the Authority in accordance with the applicable legal framework.

At minimum each operator should be aware of the following notes:

  • The reporting frequency shall be Quarterly. The report for the preceding quarter must arrive at MACRA office at most by 14th of the first month of each quarter.
  • The report shall be in both hard copy and editable electronic (MS Word / Excel) versions in the format provided by the Authority using the format provided.