Consumer Protection Department was established to provide free, independent, just and speedy resolution of complaints.

This guide sets out the procedures for complaints which are related to communication services of licensed communications operators.

1. How to send a complaint?
   Every complaint must be put in writing and should be send to: Consumer Department – Complaints Handling Unit. Kindly note, it is an office of last resort and you must give your service provider the opportunity to resolve the complaint before ICASA will become involved.
2. Acknowledgement
   We will acknowledge receipt of a complaint in writing via fax, email or ordinary post. The acknowledgement of the receipt will include contact information of the case officer handling the complaint, to whom enquiries concerning the progress of the case may be made.
3. We will examine the information provided by the complainant and if the complaint is not within the scope of services provided by the licensees, the complainant will be informed and may be given the contact information of the agencies that will continue to deal with the complaint.
4. If the complaint falls within our jurisdiction, we will write to the licensee to inform them about the problem.
5. In all cases, we will invite the licensee to comment on the case and provide any information that is relevant towards the complaint and advice the Authority on the outcome.
6. The licensee will be given sufficient time to respond. We have a standing Memorandum of Understanding with operators that they have to respond to us within 14 days.
7. If the case is complex, we take an approach of inviting both the licensee and the complainant to a meeting that will be mediated by the Authority.

For more information contact:
Consumer Protection Department:

Tel no: 011 566 3000/1
Email address: consumer@icasa.org.za