Introduction
The Independent Communications Authority of South Africa (ICASA) regulates the South African telecommunications, broadcasting and postal sectors in terms of the ICASA Act, 13 of 2000, and the Electronic Communications Act, 36 of 2005. ICASA licenses operators and service providers, monitors their compliance and protects consumers. More information is available at www.icasa.org.za.
ICASA’s End-User and Subscriber Service Charter Regulations require every licensee to publish a complaints procedure. MzansiCo (Pty) Ltd’s procedure is set out below.
How to lodge a complaint
- Email your complaint to complaints@mzansico.net, log a ticket in the Client Portal, or call us on 031 816 9399.
- Please include your name, account number (if you have one), service address, a description of the problem and what you would like us to do.
What we will do
- Acknowledge receipt of your complaint within 48 hours.
- Allocate a reference number to your complaint and give it to you by phone, SMS or email.
- Endeavour to resolve your complaint within fourteen (14) days of receiving it, and keep you informed of progress.
Escalating to ICASA
If you are not satisfied with the outcome, you may escalate the complaint to ICASA’s Consumer Affairs division at consumer@icasa.org.za. Please quote the reference number we gave you.
Personal information and website abuse
Complaints about how we handle personal information are dealt with under our Privacy Policy. Reports of network abuse, spam or unlawful content, and take-down notices, are handled under our Acceptable Use Policy.