The Rwanda Utilities Regulatory Authority has taken regulatory action against GVA Rwanda Ltd, operating as Canalbox, over continued non-compliance and poor internet service delivery.
In a decision announced Monday, RURA said the sanctions are based on provisions of the law governing information and communication technology in Rwanda.
The regulator ordered Canalbox to compensate all customers affected by service disruptions recorded between April 13 and 20, 2026. The company is also required to pay daily fines until it fully complies with regulatory standards and to submit progress reports within a set timeframe.
RURA warned it will maintain close oversight to ensure service quality improves, adding that further legal measures could be taken if the issues persist.
The company has since committed to meeting the regulator’s requirements and addressing the service gaps.
The move follows mounting complaints from subscribers over slow and unreliable internet, particularly among high-usage customers.
On April 21, 2026, RURA had summoned Canalbox to explain the recurring service failures, as part of efforts to safeguard consumer rights.
Under the law, non-compliance with regulatory directives attracts daily fines ranging from Rwf 500,000 to Rwf 15 million. Additional sanctions may include suspension of the operating license or a broader review of the company’s authorization to operate if problems persist.
