The Independent Communications Authority of South Africa (ICASA) released its latest annual report, giving details about the 2 155 complaints the regulator received in the last financial year. <\/p>\n
ICASA said that of the 2 155 complaints which were received, 1 421 were resolved while 734 are still outstanding. “This constitutes a 66% success rate in the resolution of complaints compared to last year’s 61%. The increase in the success rate of resolving complaints is attributed to the division’s review of the complaints handling strategy, which included the piloting of the Mobile Help Desk,” the ICASA annual report states.<\/p>\n
ICASA further shed light on which categories of complaints dominated unhappiness from consumers. The majority of complaints received by ICASA were related to billing (24%), followed by faulty handsets with 9%. Contract Terms & Conditions (~9%) was next, followed by Fault Reporting (~8%), GCT (~8%) and complaints related to ADSL (~4%). <\/p>\n
Other prominent complaint categories – all constituting well below 5% of the total complaints – include virtual airtime contracts, line installation and transfers, mobile number portability, data services, network coverage, postal issues and licensing problems.<\/p>\n