Consumers Association of Malawi (Cama) has asked Multichoice Malawi to refund its customers and reduce subscription rates for its digital satellite television (DStv) due to lack of live programmes.
In a letter dated May 8 2020 to Multichoice Malawi, Cama executive director John Kapito urged the company to refund consumers who paid for services which they did not access.
He said: “The packages or bouquets that consumers pay for are no longer being provided and shown on your platforms and there is no justification why consumers should continue to pay for such products or services.
“It is, therefore, against the Consumer Protection law that you cease to continue collecting any tariffs for the products which you are unable to deliver. You should refund all consumers the money they have paid since you stopped providing such products or services on your platforms.”
Kapito said the refund should be through cash or any alternative that will be accepted by subscribers.
He said when such products resumes, Multichoice Malawi can resume collecting tariffs from consumers.
But in a written response, Multichoice Malawi managing director Gus Banda said they have continuously provided new coronavirus (Covid-19) pandemic-related programmes.
He referred to the recently launched ‘We’ve Got You!’ campaign which he said offers a 37 percent discount for active and disconnected DStv customers additional value by giving them access to all the content on the next higher package at no extra cost.
Banda said: “Multichoice has opened selected news channels to lower DStv packages widening access to credible and up-to-date information.
“Families are also kept entertained with award-winning sport documentaries from around the globe, daily workouts by renowned fitness experts, a wider selection of the latest movies on Box Office as well as revision lessons and edutainment for children.”
He said along with the numerous channels launched over the past few weeks, Multichoice Malawi has ensured that DStv continues to offer customers the best in value and available content.
Last week, the Competition and Fair Trading Commission called for fair trading of goods and services amid the Covid-19 pandemic observing that some businesses are violating consumer rights through deceptive service offering without corresponding value.