Consumer complaints procedure

ICASA’s Consumer Protection unit was established to ensure the continued protection of consumers in the broadcasting, telecommunications and postal sectors. This is achieved through public-awareness programmes and a streamlined complaints-handling system.

In order to fulfil our consumer-protection mandate, we have a certain procedure in place for dealing with consumer complaints. Below is a list of the most frequently asked questions we receive from consumers regarding the procedure.

What types of complaints can I lodge with ICASA?

You can lodge a complaint against any service provider licensed by ICASA to provide communications services such as broadcasting, telecommunications or postal services.

The categories of complaints that may be lodged with ICASA are as follows:

Complaints against telecommunications service providers

Complaints against postal service providers

Complaints against broadcasting service providers

What types of complaints should I not lodge with ICASA?

Since ICASA was established in terms of the Independent Communications Authority of South Africa Act no.13 of 2000 it is a "creature of statute", we can only deal with complaints that we're mandated to deal with in terms of the applicable legislation and regulations.

The following complaints fall outside of ICASA’s mandate and should be referred to other consumer-protection agencies:

How do I lodge a complaint with ICASA?

Complaints against providers of telecommunications and postal services

Complaints against providers of broadcasting services

What happens after I have lodged a complaint with ICASA?

The complaint will be acknowledged and assigned a reference number within 48 hours of receipt. The complainant must always quote that reference number when enquiring about progress. The details of the complaints officer assigned to deal with the matter will be stated in the acknowledgement.

What happens to my complaint after ICASA acknowledges it?

What will ICASA do with the response from the service provider?

ICASA will inform the complainant of the response received and will request the complainant to indicate whether the resolution offered is accepted or not.

What if I, the complainant, am not satisfied with the response from the service provider?

Complaints Form

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