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.