New regulations to protect consumers
The Independent Communications Authority of South Africa (ICASA) has published the final Code of Conduct for the Electronic Communications and Electronic Communications Network Services licensees.
The purpose of the regulations is to prescribe guidelines that will set an acceptable standard of conduct by licensees in respect of consumers.
The regulations focus on different standards that should be adhered to by licensees, including:
- The use of official languages
- Consumer rights
- The provisioning of information
- Tariffs
- Contract terms and conditions
- Consumer confidentiality
- Billing and related practices
- Consumer protection regarding billing complaints
- Marketing and sales practices
- Product guarantees and remedies
- Complaints handling and resolution
Various consumer rights are addressed in the regulations, including the right to a service without discrimination, the right of choice or service providers, the right to access and question records of information, the right to lodge a complaint and the right to redress.
The full set of regulations is available on the ICASA website.
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