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The following is derived from the ICASA Annual Report for the period ending 31 March 2011

Consumer affairs and complaints

ICASA handles the resolution of consumer complaints in the sphere of communication services. The following table details the
complaints received in the period ending 31 March 2011

Quality of Service complaints

QUALITY OF SERVICE
Description	Number of Complaints received
Unsolicited Merchandise	33
Network coverage	140
Misleading Information	56
General Customer Treatment	106
Faulty Handsets	225
Fault Reports	161
Asymmetrical Digital Subscriber line (ADSL)	44
Line installation and transfer	33
Line suspension	50
Data Services	55
Community Service Telephones	5
TOTAL	908

Contract terms and conditions complaints

CONTRACT TERMS AND CONDITIONS
Description	Number of Complaints received
Mobile Number Portability	53
Number Retention	11
Contract Terms and Conditions	595
Call Line Facility	24
Loss of Airtime	25
TOTAL	708

Billing Complaints

BILLING
Description	Number of complaints received
Billing	1100

Other complaints

OTHER
Description	Number of Complaints received
Blacklisting	91
Outside Jurisdiction	362
Broadcasting	10
Postal	23
Licensing	5
Cable Theft	11
Fraud	48
TOTAL	550

ICASA Annual Report: Consumer Affairs