Complaints and Compliance Committee

The CCC is an Independent Tribunal of the Independent Communications Authority of South Africa \'ICASA/ the Authority"), which is established in terms of the Independent Communications Authority of South Africa Act No. 13 of 2000 \'ICASA Act'').

The CCC is mandated in terms of section 17B of the ICASA Act, to investigate and hear, If appropriate and make a finding on all matters referred to it by ICASA, complaints received by it and allegations of non-compliance with the ICASA Act, Broadcasting Act No.4 of 1999, Postal Services Act No. 124 of 1998 and Electronic Communications Act No. 36 of 2005. The CCC Is mandated to adjudicate all complaints in the three sectors i.e. broadcasting, electronic communications and the postal services, which ICASA regulates.

Complaints that are adjudicated by the CCC

• Broadcasting - relates to the transmission of programmes or information by radio or television by broadcasting service licensees such as SABC etc. e.g. complaints relating to election broadcasts and community radio stations.

• Electronic communications - involves the exchange of information by voice, data and video transmission by electronic communications service licensees such as Vodacom, MTN, Cell C, Telkom etc. The nature of the complaints e.g. Billing and Data complaints.

• Postal - relates to the sending, handling, and delivery of mail by reserved postal service licensee and unreserved postal service operators e.g.: South African Post Office etc. e.g. non-delivery and/or late delivery of mail and parcels.

Who may lodge a complaint with the CCC?

Any person who has a reason to believe that the licensee or operator is not complying with:

• The terms and conditions of its licence;

• The ICASA Act; or

• The underlying Statutes {the Broadcasting Act, Postal Services Act and Electronic Communications Act), may lodge a complaint with the CCC for Investigation In terms of 17B(a)(ii). The complaint must be directed to the CCC: Coordinator and e-mail address: 

Complaintsccc@icasa.org.za/  LMabulu@icasa.orq.za

What happens once a complaint is received by the CCC?

• The complaint will be assessed within five (5) days from the date of receipt.
• The licensee will be required to respond to the allegations from the complainant.
• The CCC will afford the licensee fifteen (15) working days within which to file a response to the allegations of contravention.
• Once the CCC receives the response from the licensee, It will afford the complainant ten (10) working days to file a reply.
• After receipt of all the responses from the parties, the correspondence will be considered by the CCC for a hearing.
• Parties will be notified within twenty (20) working days in writing of the date, time and venue of the hearing.

What sanctions can the CCC recommend to the Authority?

The CCC may recommend that one or more of the following orders be issued by the Authority namely:

• Desist order;
• A fine/penalty;
• Remedial action;
• Amend or revoke licences; and • Direct the licensee to comply with any settlement agreement, if applicable

What action can be taken by any party when they are dissatisfied with the decision of the Authority?

The recommendation of the CCC as approved by the Authority Is binding on the parties and can only be reviewed by a court of law.

CCC members

Judge Thokozile Matilda Masipa – Chairperson of the Complaints and Compliance Committee (“CCC”)  

Councillor Yolisa Kedama – CCC Council Representative       

Mr. Paris Mashile – CCC Member  

Ms. Ngwako Molewa – CCC Member

Mr. Thato Mahapa – CCC Member 

Mr. Peter Hlapolosa – CCC Member

Mr. Monde Mbanga - CCC Member

CCC judgements

CCC procedures

The procedures of the Complaints and Compliance Committee are outlined in relevant regulations. These procedures provide for a wide range of guidelines related to the appointment of the CCC, meeting procedures and formation of a quorum, and other related matters.