ICASA LAYS DOWN CONSUMER COMPLAINTS PROCEDURE FOR SA’S TELECOM OPERATORS

Telecoms

Consumers who lodge a complaint against Telkom or the three cellular network operators can expect to have their gripes resolved within 14 days, the four companies have agreed. The operators are poised to meet tomorrow to sign a memorandum of understanding on how consumer complaints must be addressed.

The memorandum has been drawn up by the Independent Communications Authority of SA (Icasa) and will be signed by Telkom, Cell C, MTN and Vodacom. Although the Telecommunications Act stipulates how formal complaints must be dealt with, no procedure has been prescribed. All the operators have a code of practice with regard to the treatment of complaints, but this new arrangement will ensure that complaints are attended to and resolved within 14 days .If the agreed timeframe is not met, the operator involved must write to Icasa to explain the delay. Written reports on its progress in handling the complaint will also be required. Icasa said the memorandum would be entered into on the basis of goodwill aimed at benefiting their customers.

Business Day