Consumer Rights

The Authority monitors and enforces compliance in the industry through implemented regulations and above all, ICASA has a Consumer Protection mandate

The following are some of YOUR essential consumer rights with emphasis to the telecommunications, broadcasting and postal services sectors which ICASA regulates.

• The right to consumer education - To acquire knowledge and skills needed to make informed, confident choices about goods and services, while being aware of basic consumer rights and responsibilities and how to act on them.ICASA ensures that from time to time you are aware of new developments and regulations within the sector and how they will benefit you as a valued consumer of electronic communications services.

• The right to be informed - You have the right to be given the facts needed to make an informed choice of the services you require and pay for. Do you know how much you are paying for downloading applications on your smartphone, the data you use for communications purposes or to access the Internet, etc? The service provider must inform you of all these cost upfront, enabling you to make the right decision for your needs. And of course, make sure that you NEVER sign any blank application forms for the service agent to complete on your behalf.

• The right to choose - To be able to select from a range of products and services offered at competitive prices, with an assurance of satisfactory quality. Make sure that you have the best service possible, at an affordable price while ensuring you fully understand the terms and conditions. Remember, ICASA aims to ensure that all South Africans have access to a wide range of high-quality telecommunications and postal services at affordable prices.

• The right to be heard - To have consumer interests represented in the making and execution of government policy. When there are public hearings or community workshops in your area to develop regulations, ensure that you also make your submission which ICASA will consider and take into account when finalising such regulations

• The right to redress - To receive a fair settlement of just claims, including compensation for misrepresentation, poor quality goods or unsatisfactory services. When you have a complaint (telephone, mobile, data, broadcasting - tv/radio, postal) ensure that you first contact your service provider and keep all the records of the complaint, as well as any documentation and reference numbers relating to your complaint. If you are still unhappy (do not stop paying your monthly contractual obligation, and the service provider should not stop your service whilst in dispute) with how your matter was dealt with or if your service provider did not respond to you after 14 days, you can then call ICASA at: (011) 566 3000 or e-mail your complaint with relevant documentation to: consumer@icasa.org.za or visit our website to lodge a complaint online at www.icasa.org.za. Any other enquiries you can email info@icasa.org.za