ICASA exists to monitor all aspects of broadcasting in South Africa. For example, it must make sure that radio and television broadcasts are fair and that they represent the views of South African society.

MAKING A COMPLAINT TO ICASA

WHAT TYPES OF COMPLAINTS CAN YOU LODGE WITH ICASA?

You can lodge a complaint against any service provider licensed by ICASA to provide communications services such as broadcasting, telecommunications or postal services.

Categories of complaints include complaints against:

• Telecommunications service providers
• Postal service providers
• Broadcasting service providers
  
  

HOW TO LODGE A COMPLAINT WITH ICASA

Complaints against providers of telecommunications and postal services

• First, lodge a complaint with your service provider and get a reference number for your complaint
• Give the service provider 14 working days to resolve the complaint
• If the service provider fails to resolve the complaint in this time or if the response is not satisfactory, then you can refer the complaint to ICASA.
• Complaints must be in writing and can be lodged in the following ways:
  • Use the ICASA online complaints portal via the website: https://www.icasa.org.za/pages/lodge-a-complaint
  • Fill out the complaint form: https://www.icasa.org.za/consumer-publications/consumer-complaints-form
    • Email it to: consumer@icasa.org.za
    • Fax it to: 012 568 3444

Complaints against providers of broadcasting services

• All broadcasting-related complaints must be submitted in writing. You can send your complaint through:
  • Email: consumer@icasa.org.za
  • Fax: 012 568 3444
  • Post: Address your complaint to the relevant ICASA office.

In-Person: Visit an ICASA office and submit your written complaint.