End-user and Subscriber Service Charter

[9 May 2018] The End-User and Subscriber Service Charter Amendment Regulations 2018 have been gazetted and will come into force on 7 June 2018.

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[5 May 2018] The regulations below will come into force 30 calendar days after publication in the Government Gazette.

End-User and Subscriber Service Charter Amendment Regulations 2018

Reasons Document:End-User and Subscriber Service Charter Amendment Regulations 2018

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[26 April 2018] ICASA has released a media statement on the End-user and Subscriber Service Charter Regulations, indicating that the final Regulations will be published in a matter of days, and highlighted the following matters of particular relevance to consumers as raised throughout the review process:

  • Usage notifications – all licensees are required to send usage depletion notifications to consumers when their usage is at 50%, 80% and 100% depletion levels. This will enable consumers to monitor their usage and control spend on communication services.
  • Rollover of data – all licensees are required to provide an option to consumers to rollover unused data. This is to ensure that consumers do not lose unused data as is the current practice.
  • Transfer of data – all licensees are required to provide an option to consumers to transfer data to other users on the same network.
  • Outof-bundle billing – all licensees are no longer allowed to charge consumers out-of-bundle rates for data when their data has run out without the consumers’ specific prior consent. This will ensure that consumers are not defaulted to out-of-bundle data charges which are significantly higher than in-bundle charges.

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[26 February 2018] ICASA has released the schedule of the public hearings to be held on 1 and 2 March 2018:

Schedule – EUSSC Public Hearings

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[20 February 2018] ICASA intends to hold public hearings in respect of the submissions received in response to the second round of draft Regulations on 1 and 2 March 2018 at the ICASA head office in Sandton. Members of the public are encouraged to participate due to the prevailing concerns regarding high data costs, data expiry and out-of-bundle rules.

ICASA Media Release

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[18 January 2018] Below are links to various submissions made in response to the publication of the second round of draft Regulations.

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[17 November 2017] ICASA has published a second round of draft amendments to the End-user and Subscriber Service Charter Regulations 2016 for public comment, accompanied by an explanatory note setting out changes made and the reasons therefore.

Intention to amend End-user and Subscriber Service Charter Regulations 2016

Media Release EUSSC 17 November 2017

Submissions are due by 16h00 on 3 January 2018 (smh…). These may be sent to prioritymarkets2017@icasa.org.za for the attention the Chairperson: Priority Markets and Data Services Committee. ICASA plans to hold public hearings on the matter from 7 – 9 February 2018 and aims to promulgate final regulations by 31 March 2017.

The second draft follows the publication of a first draft amendment on 7 August 2017, with ICASA deciding to publish the second draft based on comments received. An accompanying media release notes the following “key interventions”:

  • Expiry of data – all licensees are required to provide prepaid data bundles with minimum expiry period of three (3) years, save where such prepaid data bundles have been exhausted prior to the expiry of three (3) years.
  • Out of bundle billing – licensees are required to send usage notifications for data depletion to end-users, and the intervals must show 50%, 75%, 90% and 100% service depletion. The notification must be through an SMS, push notification or any other applicable means.
  • Rollover of unused minutes and/or data – where a network provider is required to provide an option to post-paid users to roll over unused monthly data allocation to the next billing period or to transfer the monthly data allocation or a portion thereof to another end-user on the same network.
  • End-users must be given an option to opt-in or opt-out of being charged out of bundle data rates to avoid bill shock.

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[8 August 2017] ICASA has published draft amendments to the End-user and Subscriber Service Charter Regulations 2016. These amendments are generally pro-consumer and seek to make the following changes to current practices:

  • Voice and SMS services: Notifications of service depletion to be sent to the end-user at set intervals and provision for end-users on post-paid / hybrid plans to purchase additional services upon such depletion.
  • Data services: Notifications of service depletion to be sent to the end-user at set intervals and provision for end-users to opt-in or out of out-of-bundle charges. The expiry of data  bundles is to be linked to the bundle size, from 10 days for 1-50 MB (less than the current norm of 30 days) to 24 months for 20 GB and up as well as allowance for the roll-over of unused data when an end-user recharges prior to the expiry date.
  • Consumer awareness: Quarterly campaigns to be conducted by licensees seeking to educate end-users on the use of smart phones, use of data and provision of information on the broad range of products and services offered.

The most significant effects of the proposed changes are the elimination of unexpected out-of-bundle data charges and improvements to the validity periods of purchased data bundles, two issues that have proven quite bothersome to the average consumer.

Interested parties are invited to submit written comments on the draft Regulations and can be directed to Mr Gumani Malebusha (gmalebusha@icasa.org.za) by 16h00 on 19 September 2017.

Draft EUSSC Amendment Regulations 2017

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[3 April 2016] Final regulations have been published.

EUSSC Regulations 2016

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[22 October 2015] ICASA has withdrawn the draft published on 9 October 2015 and published a new version.

Draft End User and Subscriber Service Charter Regulations (21 October 2015)

The new closing date for submissions is 16h00 on Wednesday 2 December 2015.

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[9 October 2015] ICASA have picked this process up again, publishing another draft set of regulations incorporating feedback received from the written submissions received and workshop conduct in July last year.

Draft End User and Subscriber Service Charter Regulations (9 October 2015)

ICASA has invited interested parties to submit written comments on the draft. These may be submitted to Mr Gumani Malebusha (gmalebusha@icasa.org.za / enduser@icasa.org.za /tel 011 566 3423) by 16h00 on 20 November 2015.

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[14 July 2014] ICASA have decided to forego public hearings in favour of a workshop with interested stakeholders on the basis that this “is likely to better achieve the objectives of effective consumer protection”. The workshop is scheduled for 09h30 to 16h00 on Wednesday 23 July 2014 and will be held at ICASA (Block C).

ICASA has invited those attending to address these key areas in a 5-10 minute presentation:

  • what in your view would be the best way to address the regulation of quality of service in the existing licensing framework with network and service licences?
  • what methodology would you employ, including the parameters that ought to be addressed in your view?

If you intend to make a presentation you are required to notify Mr Gumani Malebusha, gmalebusha@icasa.org.za / 011 566 3243.

Below are links to various submissions made in response to the publication of the draft Regulations of February 2014.

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[27 February 2014] ICASA have extended the deadline for submissions to 16h00 on 14 March 2014.

ICASA Extends Deadline For Submissions On The Draft Review Of The End-User And Subscriber Service Charter

Notice of Extension for Submissions on Draft EUSSC

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[23 January 2014] ICASA has published what appears to be a comprehensive review of the End-user and Subscriber Service Charter 2009 in draft format for comment.

Draft Amended EUSSC

Comment due by 21 February 2014.

 

 

2018-05-09T09:52:13+00:00