ICASA Annual Report: Consumer Affairs

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

 

2011-11-11T12:23:28+00:00November 11th, 2011|Consumer Affairs, Consumer Protection, ICASA, News|