The following information is based on ICASA’s Annual Report for the fiscal year ending March 31, 2011.
Consumer affairs and complaints
ICASA tackles consumer complaints in communication services. See the following table for complaints received up to March 31st, 2011.
Quality of Service complaints
|
QUALITY OF SERVICE |
|
|
Description |
Number |
|
Unsolicited Merchandise |
33 |
|
Network coverage |
140 |
|
Misleading Information |
56 |
|
General Customer Treatment |
106 |
|
Faulty Handsets |
225 |
|
Fault Reports |
161 |
|
Asymmetrical Digital Subscriber line (ADSL) |
44 |
|
Line installation and transfer |
33 |
|
Line suspension |
50 |
|
Data Services |
55 |
|
Community Service Telephones |
5 |
|
TOTAL |
908 |
Contract terms and conditions complaints
|
CONTRACT TERMS AND CONDITIONS |
|
|
Description |
Number |
|
Mobile Number Portability |
53 |
|
Number Retention |
11 |
|
Contract Terms and Conditions |
595 |
|
Call Line Facility |
24 |
|
Loss of Airtime |
25 |
|
TOTAL |
708 |
Billing Complaints
|
BILLING |
|
|
Description |
Number of complaints received |
|
Billing |
1100 |
Other complaints
|
OTHER |
|
|
Description |
Number |
|
Blacklisting |
91 |
|
Outside Jurisdiction |
362 |
|
Broadcasting |
10 |
|
Postal |
23 |
|
Licensing |
5 |
|
Cable Theft |
11 |
|
Fraud |
48 |
|
TOTAL |
550 |