Unresolved ICASA complaints? Read this

[jes]

Unresolved ICASA complaints? Read this

ICASA’s consumer complaint resolution target and actual results shed light on what happens with consumer complaints

 

[Buzybuy]

Applied for radio licence from ICASA years ago, still waiting a response.

 

[Budza]

Who watches the watchmen?

 

[BLo_0p]

Then you should probably do it again since they lost the first one

 

[guy_of_burning]

2102 out of 3390 is 82%? My calculator says it's closer to 62%. Am i missing something?

 

[japie_die_skapie]

2102 out of 3390 is 82%? My calculator says it's closer to 62%. Am i missing something?

+1 62.00% They are barely reaching their minimum acceptable percentage.

 

[MickeyD]

2102 out of 3390 is 82%? My calculator says it's closer to 62%. Am i missing something?

Either a typo or some Chinese bookkeeping!

 

[Antonf]

2102 out of 3390 is 82%? My calculator says it's closer to 62%. Am i missing something?

You are missing nothing... It works like the matric results - 20% is added to everyone's marks to show how education is improving.

 

[TheGuy]

I logged a complaint a year ago and never heard anything.

 

[sin_x]

Either a typo or some Chinese bookkeeping!

I doubt it is a typo. The next line is:

This is significantly higher than ICASA’s target of resolving 60% of complaints

62 is not significantly higher than 60.

 

[DJTazzz]

Well, I logged the same complaint several times and did not even get a reference although I know they read it via "Delivery Report".

First logged 22 September 2010
Second Logged 1st October 2010
Third Logged 11th October 2010

Two read reciepts on the 11th October 2010.

Nope, I do not think ICASA has one bit of interest in the consumers complaints.

 

[Oracle666]

hahaha how far back does this typo go, probably came from Icasa's service level management's office.

 

[VioAdmin]

Wow, they set their minimum to 60%??? What kind of company does this? No company, especially one that deals with customer complaints should set a service level that low.

Their minimum should be 95%. It's common sense, if you set a minimum that low, you will aim low. No one is watching these idiots so they are making up their own work-hours, who to help, when to help and getting paid mad $$$$. I mean, if they are not solving cases, WTF else are they doing??

Makes no sense. ICASA is PATHETIC.

 

[Oracle666]

Wow, they set their minimum to 60%??? What kind of company does this? No company, especially one that deals with customer complaints should set a service level that low.

Their minimum should be 95%. It's common sense, if you set a minimum that low, you will aim low. No one is watching these idiots so they are making up their own work-hours, who to help, when to help and getting paid mad $$$$. I mean, if they are not solving cases, WTF else are they doing??

Makes no sense. ICASA is PATHETIC.

+1

 

[Shake&Bake]

Mashangoane however said that consumers are not left in the dark during this process: “Communication with complainants is done with complainants through-out the complaints resolution process to keep them updated about the progress.”

I call BS - as my complaint was not even acknowledged.
I never got a reference number or a "hi thanks, we've got this" in an e-mail at all.

Screw them!

 

[Lawnchairman]

+1 pathetic and toothless indeed!

 

[ebudae]

It's been almost a month since I lodged a complaint with ICASA and I have had no response to my complaint other than I need to submit it on a valid form, which I did. Since then I have had no reply or feedback.

 

[Gatecrasher]

Several complaints sent over the years. Never once have I had a response.

Perhaps "resolving" is achieved by clicking on an item in the inbox and then deleting it, while "unresolved" means marking an item as "junk" for later... much later... review.

 

[davemc]

A complaint from the public only becomes a complaint once somebody has read it and determined that it is solvable. The rest of the public complaints are sent to the junk folder.
A complaint from an institution becomes a complaint once accountability is established.

If they had to provide a proper numbering system regarding public complaints, I bet the number would far exceed 30 000.

 

[LazyLion]

Complete and utter Bull. Lies, fabrications and smoke screens. ICASA is lying through their teeth.