The Independent Communications Authority of SA (ICASA) aims to resolve consumer complaints within 14 days after they are lodged, says ICASA consumer affairs division GM Phosa Mashangoane.
Mashangoane was speaking at the launch of the Consumer Advisory Council, on Monday, where ICASA general managers briefed panel members on their departments` activities. They also explained how their activities impact on SA consumers.
Mashangoane said the regulator is about to finalise the end-user and subscriber service charter, which sets out standards to be adhered to by the licensees when providing services to consumers.
ICASA is also about to finalise the 112 emergency centre regulations, Mashangoane said. He noted that the charter was 60% completed, and the regulator is now incorporating input from the submissions by the sector into the document, he said.
ICASA expects to gazette the end-user subscriber charter and the 112 emergency regulations by February next year.
Complaint resolution
ICASA`s 2006/7 annual report shows that the regulator received 924 complaints, of which 679 were closed and 245 pending at the end of the 2006 financial year.
Of these complaints, 186 related to Telkom service provision (20%), 168 were on ADL compliance (18%), 169 on conditions of service provision (19%), while 47 (5%) were about mobile providers. ICASA also received 161 (17%) complaints on billing and 193 (21%) on "other".
ICASA recently set up a consumer complaints committee to handle complaints. Previously, they were managed internally by the consumer affairs department.
Introductions
ICASA`s nine-member consumer advisory panel is chaired by Loren Braithwaite Kabosha, a former corporate attorney in an international legal practice and a member on the board and the policy committee of the South African Communications Forum.
Panel members also include Diane Terblanche, chairman of the National Consumer Tribunal and deputy chairman of the Advertising Standards Authority of SA; Ibrahim Mohamed, a chief director in the office of consumer protection at the Department of Trade and Industry; Thami Bonali, chairman of the National Consumer Forum; and Bonke Dumisa, chief executive of the Durban Chamber of Commerce and Industry.
Special interest groups are represented by Mzolisi Ntoni, general secretary of Disability SA; Sara Masunga, a Limpopo provincial chairman of Sawen; and Hildagard Malindisa, a businesswoman with a passion for empowering women.
Youth interests are represented by Constance Mathonsi, a fashion designer who was nominated by Future Leaders.
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