End-user and subscriber service charter regulations
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[25 January 2025]
Following the publication of ICASA’s EUSSC Regulation amendments on January 23, 2026, organizations have one year to prepare. The formal enforcement date is scheduled for January 23, 2027.
ICASA submitted an update to Parliament detailing its progress on the amendment of these Regulations.
[17 September 2024]
Public hearings regarding the proposed changes to the End-user and Subscriber Service Charter Regulations 2016 are scheduled for October 1st and 2nd, 2024.
ICASA has reinstated the Alternative Dispute Resolution Council Committee (“the ADR Committee”) as a Standing Committee of the Council. This Committee’s objective is to address disputes when an end-user contests the resolution of a complaint, or when the licensee has not responded, has delayed in responding, or has provided an inadequate response.
The deadline for written comments on the suggested changes to the End-user and Subscriber Service Charter Regulations has been extended to April 24, 2024.
South Africa’s communications regulator, ICASA, is proposing new rules on how leftover minutes, texts and data in your phone plan can be carried over. This is a debated topic, and they’re asking for your input.
You can submit your comments by email until April 15th, 4pm. Send your email to eussc@icasa.org.za and address it to the Chairperson of the End User Subscriber Service Committee.
ICASA will be holding public hearings on the Draft EUSSC Amendment Regulations 2022. Hearings are happening on October 6th and 7th. The schedule is listed below.
ICASA is proposing additional updates to the regulations that govern how cell phone service providers interact with their customers in South Africa. They’d like to hear from the public before finalizing the changes.
Email your written comments to eussc@icasa.org.za.
Deadline: Submissions must be received by ICASA by 4:00 pm on May 18, 2022.
Summary of Proposed Changes:
The document outlines proposed amendments to improve the quality of service for electronic communication services. This includes:
Adding new regulations for voice, SMS, and data services.
Introducing more quality of service parameters (or adjusting existing ones) to allow ICASA to better monitor and enforce customer care standards in an evolving environment.
Addressing data expiry, high out-of-bundle rates, and out-of-bundle voice and SMS rules.
[8 January 2020]
People have more time to respond to the assessment of the End-User and Subscriber Service Charter Regulations. The deadline has been moved from January 28th, 2020 to February 18th, 2020. This gives everyone more time to complete the questionnaire and submit any related information.
In response to complaints regarding the implementation of the Regulations, ICASA has announced a review process to evaluate their effectiveness and determine if adjustments are necessary.
ICASA is seeking input from the public to gather information on [topic of the questionnaire]. A notice and questionnaire have been published for this purpose. Anyone interested can participate, including businesses with licenses (licensees), consumers, consumer rights groups, and community organizations.
To contribute, fill out the questionnaire and send it electronically to Leweng Mphahlele (lmphahlele@icasa.org.za) by 4:00 pm on January 27th, 2020.
[3 March 2019]
The South African communications regulator, ICASA, postponed the start date for some rules about phone service. These rules give you more control over data, voice, and SMS alerts and out-of-bundle data charges. The delay lets service providers update their systems to meet these new rules. The new start date is April 12, 2019.
Some other rules from the update started on March 1, 2019. These include letting you share your unused data with other users and stopping automatic charges for data use after your bundle runs out.
The regulations amending the End-User and Subscriber Service Charter, which outline consumer rights for electronic communication services, were published officially and will be enforceable starting March 1st, 2019.
Following discussions with various service providers (licensees), ICASA is implementing some adjustments to the regulations to better address their concerns.
Here’s a breakdown of the changes:
Usage Notifications: You’ll now have more control! Licensees will be required to offer an option to opt-out of alerts that warn you when your voice, SMS, or data usage is approaching limits.
Out-of-Bundle Billing: More control over your bill! Licensees will be required to give you the option to choose whether you want to be billed for data usage exceeding your plan (out-of-bundle).
Rollover of Data: No changes here. Existing rules regarding data rollover still apply.
Transfer of Data: Clearer language! The term “network” has been replaced with “electronic communications licensee” for better understanding.
[16 November 2018]
ICASA (South Africa’s communications regulator), Cell C, and MTN have agreed on a plan to put new customer service rules into effect. The exact date will be announced soon. You can find more details in the ICASA press release.
100 days have passed since the amendments were supposed to take effect. Instead of working to bring consumers the benefits of these changes, ICASA has opted for litigation.
[6 September 2018]
We are collecting the affidavits and other court process being filed in connection with Cell C’s application.
Both sides have reached an impasse. ICASA claims industry submissions on the compliance timeframe were lacking detail. However, the industry argues they couldn’t provide specifics until the final regulations were set, as those determine the compliance requirements.
[11 June 2018]
The following is the postponement notice from ICASA.
Update – ICASA has announced that it will defend Cell C’s application in court. To allow for the legal process, they are delaying the implementation of the new regulation until a court decision is reached. In the meantime, businesses will not be penalized for not following the regulation.
Cell C has filed an urgent request to delay the application of the Amendment Regulations for six months (or another timeframe agreed upon with mobile network operators).
ICASA just announced in a media statement the final End-user and Subscriber Service Charter Regulations, addressing key consumer concerns:
Stay informed about your data: Mobile providers must now send usage alerts at 50%, 80%, and 100% data depletion, helping you manage your spending.
No more losing unused data: Say goodbye to forfeited data! Providers will offer options to rollover unused data to the next billing cycle.
Share the data love: Feeling generous? You’ll have the option to transfer unused data to other users on the same network.
Avoid surprise charges: Out-of-bundle data fees without your consent are a thing of the past. Providers can only charge these higher rates if you specifically agree beforehand.
This is a win for consumers, promoting transparency and control over your mobile data usage.
[26 February 2018]
The schedule of the public hearings to be held on 1 and 2 March 2018 has been released:
The Independent Communications Authority of South Africa (ICASA) will be holding public hearings on 1 and 2 March 2018 at their head office in Sandton to address public concerns about high data costs, data expiry and out-of-bundle rules. Members of the public are encouraged to attend.
South Africa’s communications regulator, ICASA, is asking for public feedback on further proposed changes to the rules protecting mobile phone users. They’ve released a document explaining the revisions and why they’re being made.
The Independent Communications Authority of South Africa (ICASA) is seeking public input on proposed amendments to data regulations. Here’s a breakdown of the key points:
Deadline for Submissions: January 3rd, 2018 (4:00 PM SAST) Email: prioritymarkets2017@icasa.org.za (Attention: Chairperson, Priority Markets and Data Services Committee) Public Hearings: February 7th-9th, 2018 (planned) Final Regulations Target: March 31st, 2018 (intended)
Key Proposed Changes:
Longer Data Expiry: Prepaid data bundles would have a minimum validity period of three years, unless used up entirely before then.
Out-of-Bundle Billing Transparency: Network providers would be required to notify users via SMS, push notification, or other means when their data usage reaches 50%, 75%, 90%, and 100% of their bundle allowance.
Post-paid Data Rollover: Post-paid users might have the option to roll over unused data to the next billing cycle or share it with another user on the same network (details to be determined).
Opt-in/Opt-out for Out-of-Bundle Charges: Users could potentially choose to opt-in or opt-out of being charged for data usage exceeding their bundle, helping to avoid unexpected bills.
Please note: The target date for finalizing the regulations (March 31, 2018) appears to be an error. It likely refers to a date after the deadline for submissions (January 3, 2018).
[8 August 2017]
The Independent Communications Authority (ICASA) is proposing changes to the rules that govern your cellphone plan. These changes aim to give you more control and transparency over your phone usage.
Here’s what’s changing:
No more surprise data charges: You’ll receive alerts when you’re about to run out of minutes, texts, or data. For prepaid users on combined plans, you’ll be able to top up your plan easily when you’re running low.
Data bundles that last longer: The validity period of data bundles will be linked to their size. Small bundles will expire faster (e.g., 10 days for very small bundles), while larger bundles (20GB and above) will be valid for much longer (up to 24 months). Additionally, any unused data from a bundle will roll over if you recharge before it expires.
Learning more about your phone: Your mobile network operator will be required to run educational campaigns to help you get the most out of your smartphone and data plan.
What this means for you:
You’ll avoid those unexpected out-of-bundle data charges that can eat into your credit.
You’ll have data bundles that expire at a more reasonable pace based on how much data you buy.
You’ll be able to use your data plan more effectively with the help of educational campaigns.
ICASA is inviting comments on these proposed changes. If you’d like to weigh in, you can send your feedback by email to Mr. Gumani Malebusha (gmalebusha@icasa.org.za) by September 19th, 2017 at 4:00 PM.
ICASA made some changes to the draft regulations published on October 9th, 2015, and released a new version. If you wanted to comment on the draft, there’s a new deadline: Wednesday, December 2nd, 2015 at 4pm.
ICASA has reopened the process for a specific regulation set. They’ve incorporated feedback from both written submissions and workshops held in July of last year. The draft is now available for public comment.
ICASA welcomes written comments on the draft regulations. You can submit your comments to Mr. Gumani Malebusha by email (gmalebusha@icasa.org.za or enduser@icasa.org.za) or by phone (011 566 3423). The deadline for submissions is 4:00 pm on November 20, 2015.
In place of public hearings, ICASA will be hosting a workshop for interested stakeholders to discuss effective consumer protection strategies. This workshop aims to achieve better results than traditional hearings.
The event will be held on Wednesday, July 23rd, 2014, from 9:30 AM to 4:00 PM at ICASA (Block C).
ICASA invites attendees to address key areas in presentations lasting 5-10 minutes. Here are the focus points:
Regulation of Service Quality: Participants are encouraged to share their views on the best ways to regulate service quality within the existing licensing framework for network and service providers.
Methodology for Regulation: The workshop also seeks input on the methodology for ensuring service quality, including the specific parameters that should be considered.
Presentation Submissions:
Those interested in presenting are required to notify Mr. Gumani Malebusha via email (gmalebusha@icasa.org.za) or phone (011 566 3243).
Below are links to various submissions made in response to the publication of the draft Regulations of February 2014.
End-user and subscriber service charter regulations
[25 January 2025]
Following the publication of ICASA’s EUSSC Regulation amendments on January 23, 2026, organizations have one year to prepare. The formal enforcement date is scheduled for January 23, 2027.
End-User and Subscriber Service Charter Amendment Regulations 2025
Reasons Document End-User and Subscriber Service Charter Amendment Regulations 2025
[30 March 2025]
ICASA submitted an update to Parliament detailing its progress on the amendment of these Regulations.
[17 September 2024]
Public hearings regarding the proposed changes to the End-user and Subscriber Service Charter Regulations 2016 are scheduled for October 1st and 2nd, 2024.
Public Hearings: Proposed changes to the End-user and Subscriber Service Charter Regulations 2016
[26 August 2024]
ICASA has reinstated the Alternative Dispute Resolution Council Committee (“the ADR Committee”) as a Standing Committee of the Council. This Committee’s objective is to address disputes when an end-user contests the resolution of a complaint, or when the licensee has not responded, has delayed in responding, or has provided an inadequate response.
Announcement of the ICASA Alternative Dispute Resolution Committee’s Reinstatement
Terms of Reference for the ICASA Alternative Dispute Resolution Committee
[29 June 2024]
Below are links to the FAQ Categories concerning submissions on the Draft End-user and Subscriber Service Charter Amendment Regulations 2024.
[14 April 2024]
The deadline for written comments on the suggested changes to the End-user and Subscriber Service Charter Regulations has been extended to April 24, 2024.
EUSSC: Extended deadline for written comments
[29 February 2024]
South Africa’s communications regulator, ICASA, is proposing new rules on how leftover minutes, texts and data in your phone plan can be carried over. This is a debated topic, and they’re asking for your input.
You can submit your comments by email until April 15th, 4pm. Send your email to eussc@icasa.org.za and address it to the Chairperson of the End User Subscriber Service Committee.
Draft End-User and Subscriber Service Charter Amendment Regulations 2024
[1 April 2023] .
New rules protecting communication service users were published by the government and took effect on March 28, 2023.
End-User and Subscriber Service Charter Amendment Regulations, 2023
Reasons: End-User and Subscriber Service Charter Amendment Regulations, 2023
[29 September 2022]
ICASA will be holding public hearings on the Draft EUSSC Amendment Regulations 2022. Hearings are happening on October 6th and 7th. The schedule is listed below.
Schedule – EUSSC Public Hearings
[12 August 2022]
Public comments on the Draft EUSSC Amendment Regulations 2022 are available below.
[16 May 2022]
ICASA gave an extension for written submissions to June 17th, 4:00 pm (previously May 18th).
Extension of deadline for comments – Draft EUSSC Amendment Regulations 2022
[3 April 2022]
ICASA is proposing additional updates to the regulations that govern how cell phone service providers interact with their customers in South Africa. They’d like to hear from the public before finalizing the changes.
Draft EUSSC Amendment Regulations 2022
Draft EUSSC Amendment Regulations 2022 Reasons Document
How to Submit Your Input:
Summary of Proposed Changes:
The document outlines proposed amendments to improve the quality of service for electronic communication services. This includes:
[8 January 2020]
People have more time to respond to the assessment of the End-User and Subscriber Service Charter Regulations. The deadline has been moved from January 28th, 2020 to February 18th, 2020. This gives everyone more time to complete the questionnaire and submit any related information.
Revised timelines for submission of written representations on regulatory impact assessment on the EUSSC Regulations
[13 December 2019]
In response to complaints regarding the implementation of the Regulations, ICASA has announced a review process to evaluate their effectiveness and determine if adjustments are necessary.
Media release: ICASA conducts a regulatory impact assessment on the End-User and Subscriber Service Charter Regulations
Notice of intention to conduct the Regulatory Impact Assessment on EUSSC
RIA Questionnaire on End-User and Subscriber Service Charter Regulations
ICASA is seeking input from the public to gather information on [topic of the questionnaire]. A notice and questionnaire have been published for this purpose. Anyone interested can participate, including businesses with licenses (licensees), consumers, consumer rights groups, and community organizations.
To contribute, fill out the questionnaire and send it electronically to Leweng Mphahlele (lmphahlele@icasa.org.za) by 4:00 pm on January 27th, 2020.
[3 March 2019]
The South African communications regulator, ICASA, postponed the start date for some rules about phone service. These rules give you more control over data, voice, and SMS alerts and out-of-bundle data charges. The delay lets service providers update their systems to meet these new rules. The new start date is April 12, 2019.
Some other rules from the update started on March 1, 2019. These include letting you share your unused data with other users and stopping automatic charges for data use after your bundle runs out.
End-User and Subscriber Service Charter Second Amendment Regulations 2019
ICASA press release – Second End-User and Subscriber Service Charter Amendment Regulations 2019
[13 February 2019]
The regulations amending the End-User and Subscriber Service Charter, which outline consumer rights for electronic communication services, were published officially and will be enforceable starting March 1st, 2019.
First End-User and Subscriber Service Charter Amendment Regulations 2019
[11 February 2019]
Following discussions with various service providers (licensees), ICASA is implementing some adjustments to the regulations to better address their concerns.
Here’s a breakdown of the changes:
[16 November 2018]
ICASA (South Africa’s communications regulator), Cell C, and MTN have agreed on a plan to put new customer service rules into effect. The exact date will be announced soon. You can find more details in the ICASA press release.
ICASA Media release
[15 September 2018]
100 days have passed since the amendments were supposed to take effect. Instead of working to bring consumers the benefits of these changes, ICASA has opted for litigation.
[6 September 2018]
We are collecting the affidavits and other court process being filed in connection with Cell C’s application.
Both sides have reached an impasse. ICASA claims industry submissions on the compliance timeframe were lacking detail. However, the industry argues they couldn’t provide specifics until the final regulations were set, as those determine the compliance requirements.
[11 June 2018]
The following is the postponement notice from ICASA.
Suspension of the Effective Date of the End-user and Subscriber Services Charter Amendment Regulations, 2018
[7 June 2018]
Update – ICASA has announced that it will defend Cell C’s application in court. To allow for the legal process, they are delaying the implementation of the new regulation until a court decision is reached. In the meantime, businesses will not be penalized for not following the regulation.
Cell C has filed an urgent request to delay the application of the Amendment Regulations for six months (or another timeframe agreed upon with mobile network operators).
Cell C Application
[9 May 2018]
The regulations amending the End-User and Subscriber Service Charter, published in 2018, will be officially in effect on June 8th, 2018.
[5 May 2018]
These regulations will take effect in 30 calendar days after being published in the Government Gazette.
End-User and Subscriber Service Charter Amendment Regulations 2018
Reasons Document: End-User and Subscriber Service Charter Amendment Regulations 2018
[26 April 2018]
ICASA just announced in a media statement the final End-user and Subscriber Service Charter Regulations, addressing key consumer concerns:
This is a win for consumers, promoting transparency and control over your mobile data usage.
[26 February 2018]
The schedule of the public hearings to be held on 1 and 2 March 2018 has been released:
Schedule – EUSSC Public Hearings
[20 February 2018]
The Independent Communications Authority of South Africa (ICASA) will be holding public hearings on 1 and 2 March 2018 at their head office in Sandton to address public concerns about high data costs, data expiry and out-of-bundle rules. Members of the public are encouraged to attend.
ICASA Media Release
[18 January 2018]
See below for responses to the consultation on the second draft of the Regulations.
[17 November 2017]
South Africa’s communications regulator, ICASA, is asking for public feedback on further proposed changes to the rules protecting mobile phone users. They’ve released a document explaining the revisions and why they’re being made.
Intention to amend End-user and Subscriber Service Charter Regulations 2016
Media Release EUSSC 17 November 2017
The Independent Communications Authority of South Africa (ICASA) is seeking public input on proposed amendments to data regulations. Here’s a breakdown of the key points:
Deadline for Submissions: January 3rd, 2018 (4:00 PM SAST) Email: prioritymarkets2017@icasa.org.za (Attention: Chairperson, Priority Markets and Data Services Committee) Public Hearings: February 7th-9th, 2018 (planned) Final Regulations Target: March 31st, 2018 (intended)
Key Proposed Changes:
Please note: The target date for finalizing the regulations (March 31, 2018) appears to be an error. It likely refers to a date after the deadline for submissions (January 3, 2018).
[8 August 2017]
The Independent Communications Authority (ICASA) is proposing changes to the rules that govern your cellphone plan. These changes aim to give you more control and transparency over your phone usage.
Here’s what’s changing:
What this means for you:
ICASA is inviting comments on these proposed changes. If you’d like to weigh in, you can send your feedback by email to Mr. Gumani Malebusha (gmalebusha@icasa.org.za) by September 19th, 2017 at 4:00 PM.
Draft EUSSC Amendment Regulations 2017
[3 April 2016]
The final regulations were published
EUSSC Regulations 2016
[22 October 2015]
ICASA made some changes to the draft regulations published on October 9th, 2015, and released a new version. If you wanted to comment on the draft, there’s a new deadline: Wednesday, December 2nd, 2015 at 4pm.
Draft End User and Subscriber Service Charter Regulations (21 October 2015)
[9 October 2015]
ICASA has reopened the process for a specific regulation set. They’ve incorporated feedback from both written submissions and workshops held in July of last year. The draft is now available for public comment.
ICASA welcomes written comments on the draft regulations. You can submit your comments to Mr. Gumani Malebusha by email (gmalebusha@icasa.org.za or enduser@icasa.org.za) or by phone (011 566 3423). The deadline for submissions is 4:00 pm on November 20, 2015.
Draft End User and Subscriber Service Charter Regulations (9 October 2015)
[14 July 2014]
In place of public hearings, ICASA will be hosting a workshop for interested stakeholders to discuss effective consumer protection strategies. This workshop aims to achieve better results than traditional hearings.
The event will be held on Wednesday, July 23rd, 2014, from 9:30 AM to 4:00 PM at ICASA (Block C).
ICASA invites attendees to address key areas in presentations lasting 5-10 minutes. Here are the focus points:
Presentation Submissions:
Those interested in presenting are required to notify Mr. Gumani Malebusha via email (gmalebusha@icasa.org.za) or phone (011 566 3243).
Below are links to various submissions made in response to the publication of the draft Regulations of February 2014.
[27 February 2014]
ICASA extended the submission deadline to March 14, 2014, at 4:00 pm.
ICASA Extends Deadline For Submissions On The Draft Review Of The End-User And Subscriber Service Charter
Notice of Extension for Submissions on Draft EUSSC
[23 January 2014]
ICASA has released a draft of a revised End-user and Subscriber Service Charter 2009 for public comment. This revision seems to be comprehensive.
Deadline for submissions is 21 February 2014.
Draft Amended EUSSC
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