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.
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:LCA Communications Sector Consumer Complaint Procedure English versionMekhoa le Methati ea Ho Hlahlela Boipelaetso ke Baji Sesotho version