Independent Communications Authority of South Africa Act, 2000 (Act No. 13 of 2000)

Regulations

Purchase

General Requirements

(a)	A Licensee must publish a designated contact point for all customer complaints.

[Regulation 3(a) substituted by section 5 (5.1) of Notice No. 1464, GG45415, dated 29 October 2021: effective 29 January 2022]

(b)	A Licensee must acknowledge receipt of the complaint from a customer, within three (3) days upon receipt thereof, in writing by:

(i)	Allocating a reference number to each complaint; and

(ii)	Communicating the reference number to the complainant.

[Regulation 3(b) substituted by section 5 (5.1) of Notice No. 1464, GG45415, dated 29 October 2021: effective 29 January 2022]

(c)	A Postal Service Licensee must formally resolve all complaints received within fourteen (14) days of receipt.

(d)	The licensee must provide the complainant with a status update in writing.

(e) A Licensee must ensure there is a record keeping mechanism for all complaints that have been received over the last five (5) years.

[Regulation 3(e) substituted by section 5 (5.1) of Notice No. 1464, GG45415, dated 29 October 2021: effective 29 January 2022]

(f)	Upon resolution of the complaint, or after fourteen (14) days, whichever is sooner, a Licensee must advise the customer of the right to escalate the matter to the Authority should the customer dispute the outcome.

[Regulation 3(f) substituted by section 5 (5.2) of Notice No. 1464, GG45415, dated 29 October 2021: effective 29 January 2022]