The ICTA, being the regulator will handle the complaint when the complainant has exhausted all the channels with the telecommunications operator or service providers. Operators have a customer service department and complainants should try to resolve the dispute directly with the operator before having recourse to the ICTA.

We will investigate consumers’ complaints about the following:

The provision of telecommunication (failure to provide or repair) equipment and Internet service.

Charges and Billing

Interconnection problems

Delays in repairing and connecting service to customers

Fault repairs

Mobile phones problems

Internet access

Spamming and unsolicited mail

It is obviously both in the interest of the ICTA and all concerned that the process of investigation is as efficient and effective as possible. As such the complainant should provide a clear idea about what they want the investigation to achieve for them. Complainants should submit all relevant evidence. This should include notes about the attempts made vis a vis consumer affairs officers of operators or service providers including details of time, dates and the names of the officers to whom the complainant has spoken to. Complainants should always retain the original copies of their bills and other documents. Use photocopies when submitting complaints.