Consumer Complaints CRM Portal

Create a CRM Portal Profile and Lodge a Consumer Complaint

As consumers increasingly use digital services, the Independent Communications Authority of South Africa (ICASA) continues to improve access to its consumer complaints services.

To lodge a complaint through the CRM Portal, consumers must first create a profile using a valid email address and complete the registration process. Once registered, a consumer may lodge and track multiple complaints through the portal.

The portal enables ICASA’s Consumer Complaints Officers to assess complaints, request any outstanding information, communicate with consumers and support the timely resolution of complaints.

After a complaint has been submitted, the consumer will receive email notifications when the complaint status changes or further action is required, until the matter is finalised.

Click here to access the CRM Portal

How to Create a Profile and Lodge a Complaint on the CRM Portal

Ensure that you have a valid email address.
Access the CRM Portal and create a profile using your email address.
Enter the verification code sent to your email address to confirm your registration.
Sign in to the portal and lodge your complaint. You may also update your password when required.
You may lodge and track multiple complaints using the same registered profile.

Assistance with Creating a Profile

If you are unable to create a profile, contact ICASA’s Contact Centre and request assistance.
Call the Contact Centre on +27 12 568 3000 or +27 12 568 3001.
Once the profile has been created, you will receive an email containing a link to set your password and sign in to the CRM Portal.
After lodging a complaint, keep the complaint reference number and quote it in all future correspondence or enquiries relating to the matter.