Everyone knows someone who has had a complaint in the past and because of the sheer volume, resolving yours is a bit of an art. You have to know how and where to go with your complaint to ensure that it is resolved to your satisfaction.

The Independent Communications Authority of South Africa (ICASA) is responsible for cell phone services and has to resolve complaints relating to cell phones. In July 2015 ICASA concluded a working agreement with the National Consumer Commission to resolve complaints about telecommunications and broadcasting to strengthen the mandate of both organisations and ensure that the right body handles complaints.

Following this agreement, ICASA published the End User and Subscriber Service Charter Regulations on 1 April last year, that requires service providers to provide you with enough information to make informed decisions, ensure efficient and effective complaints resolution, prescribed minimum quality of service standards and redress for cell phone consumers.

Consumers must also receive all relevant information about promotions, rebates and international roaming, as well as detailed bills on request. Pre-paid customers can also request a usage report. According to the Charter, consumers must complain to the service provider first and only to ICASA if they are not happy with the resolution, or if the service provider does not respond. Your service provider must acknowledge receipt of your complaint within 48 hours and give you a reference number.

Where and how to complain

Hellopeter.com:

Consumers often use Hellopeter.com as a channel to communicate with businesses and is often a successful platform from a consumer perspective to have their issues resolved.

Other avenues:

While the Consumer Protection Act (CPA) forms the basis of protecting your rights as a cell phone consumer, you have to follow a specific procedure to complain. This is how to go about it if you want to complain to ICASA:

• Start with Hellopeter.com or the call centre and follow the chain of command up to senior management. Starting with Hellopeter.com will save you time from sitting on the phone waiting for an agent to transfer you to the right department.
• If your complaint is still not resolved, send your complaint to ICASA.
• When you send your complaint to ICASA, you have to add the reference number from the call centre and the names of the people who tried to resolve your complaint, as well as the dates when you spoke to them and what they said.
• You can send your complaint to ICASA by mail, fax, e-mail or phone. You can also visit an ICASA office to complain in writing.
• After complaining you will get an acknowledgement that your complaint was received within two days, with a reference number and the name of the person handling your complaint.

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