Consumer Complaints Mechanism

The Authority’s approach to fulfilling its functions, in particular, section 18 (o) of the ICT Act 2001 (as amended) is one founded on the principle of the rights and responsibilities of the consumer.

This is reflected in the mechanism in place for handling consumer complaints. The onus is on the consumers to use all available means at their disposal to resolve any complaint or dispute with their operator, or service provider based on the terms of contract or service level agreement (SLA). In turn the operators have an obligation to their customers to ensure that any complaint is resolved in a fair and timely manner.

The consumer has a responsibility to ensure that he or she is fully aware of the terms and conditions governing the purchase of products and services and the contract they enter into so that  in a competitive market, consumers are indeed making informed choices.

How to Make a Complaint

• Complaints must be made in writing.

• Give your full particulars i.e. name, address and contact details (phone number and e-mail address where available).

• Address the complaint to the Executive Director, ICT Authority, Level 12, Celicourt, Celicourt  Antelme St, Port Louis.

• Envelopes should be clearly marked with the ICTA address and that of the complainant’s on the reverse side.

• Complaints can also be emailed to icta@intnet.mu

• Attach photocopies of relevant documents, e.g bills, subscription agreements/contracts.

• Retain your original documents.

• It is strongly recommended that consumers provide evidence that they have indeed sought redress vis à vis the operator. Details such as the time and date and name of customer care personnel handling a complaint can help fast track the process.

•  Annex copies of letters or emails sent to the operators to show that all means to resolve the complaint with the operator have been used.

• Explain your complaint clearly stating the facts. Provide an idea of what you want the complaint to achieve for you in terms of expected outcome.

• Complaints may be submitted in Mauritian Kreol if necessary.

• If complaints are handwritten make sure the handwriting is legible.

• A complaints form is available on the website for all complaints.

• But for Radio Frequency Interference complaints, use the specific form available here.

• Hard copies of both these forms can be picked up from the Customer Support Desk of the Authority or at the Reception Desk on the 12th Floor.

• Do bear in mind that the Authority will respond to your complaint promptly but the outcome will also depend on the category of complaint and the level of customer care of the service provider.