HOW TO LODGE A COMPLAINT

In accordance with the provisions of section 61 of the Act, any consumer may file a written complaint, at the Authority against any person, classified as a licensee or telecommunications service provider in accordance with the Act.

The LCA has a section responsible for handling telecommunications operators and consumer complaints. This is a free service to users of telecommunications (business and residential consumers) who have been unable to settle disputes directly with telecommunication service providers.

Where do we come in?

  • We are able to help you if you have already tried to solve the problem with the service provider and you could not get help.
  • Make sure you exhaust all the internal channels for complaints before bringing it to the Authority.
  • We aim to help you and your service provider reach a solution to your problem, however we cannot always impose a solution.
  • Call your service provider and give details of your complaint or problem verbally or in writing and keep a copy for yourself in case your records get misplaced.
  • Have your records and documents as evidence when you lodge your complaint ie. Account number, receipt, bill etc
  • A complainant may indicate whether a hearing is requested and state the basis for such a request.

 

Complaints on broadcasting content

Complaints regarding broadcast content may be directed to: The Secretary, Broadcasting Disputes Resolution Panel (BDRP), c/o Lesotho Communications Authority, 30 Princess Margaret Road, Old Europa, P.O. Box 15896, Maseru 100, Lesotho.

 

For Radio interference complaints, download the form below:

 

Consumer Complaint Procedure

In order to assist consumers, LCA has developed the Communications Sector Consumer Complaints Procedure, in both English and Sesotho. The document could be downloaded below: