The Rwanda Utilities Regulatory Authority (RURA) has imposed sanctions on GVA Rwanda Ltd, commonly known as Canalbox, over continued poor internet service delivery. The regulator announced that the company must pay daily fines until it fully complies with all directives and also compensate affected customers. This follows repeated complaints from users about slow or unavailable internet services.
2. Customer Complaints and RURA Intervention
Users of Canalbox internet services reported persistent service disruptions, with some experiencing complete inability to access the internet. On April 21, 2026, RURA summoned the company to explain the situation and present immediate corrective measures. The move came after growing public concern over service quality during the period of April 13–20, 2026.
3. Compensation and Compliance Requirements
In a statement issued on April 27, 2026, RURA confirmed that Canalbox must compensate all customers affected during the seven-day service disruption period. The company is also required to pay daily penalties until full compliance is achieved and submit regular progress reports showing how it is restoring stable services. RURA noted that GVA Rwanda Ltd has promised to comply with all directives.
4. Legal Implications and Future Monitoring
RURA emphasized that it will closely monitor the company’s compliance and take further legal measures if necessary. Under Law No. 24/2016 governing ICT in Rwanda, companies that fail to comply with regulatory decisions may face daily fines ranging from 500,000 RWF to 15,000,000 RWF, additional license obligations, or even suspension. Continued service failures could also trigger a full review of Canalbox’s operating license to determine its validity.
