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 |
|
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 |
|
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 |
|
Blacklisting |
91 |
|
Outside Jurisdiction |
362 |
|
Broadcasting |
10 |
|
Postal |
23 |
|
Licensing |
5 |
|
Cable Theft |
11 |
|
Fraud |
48 |
|
TOTAL |
550 |