COMPLAINTS PROCEDURES

Once received all complaints from different channels go through a general handling process and feedback is delivered to the complainant during the process until the complaint is resolved.

GUIDELINES FOR COMPLAINTS SUBMISSION PROCEDURE

These guidelines have been prepared by the Authority for the consumer of communication services to understand how the channeling of the complaint is handled until a consensus is reached on the reported issue, once received by the Authority.

This illustration shows how a complaint is channeled from its receipt to resolution.

There will be a graphic showing the process that a complaint goes through after being received by the complainant to when it is cleared.

Then, there will be a link for these Guidelines:

1. Complaints Handling System
2. Complaints Handling Guideline (updated December 2020
3. Compaints Submission Procedure

COMPLAINTS HANDLING GUIDELINES

These guidelines have been prepared by the Authority for the consumer of communication services to understand how their complaint should be handled by their service provider until a consensus or resolution is reached on the reported issue. The guideline also stipulates what is expected from the service provider and complainant during the course of resolution. Read here for more details

1. Guidelines for Consumer Complaint handling

COMPLAINT COMMITTEE

The Complaints Committee is a quasi-judicial body in which parties involved are invited for a hearing after which the Committee issues a ruling. If either of the parties is not satisfied with the ruling, they may appeal to the Fair Competition Tribunal (FCT) within 21 days from the date of the ruling. The complaint Committee is in accordance with the Complaint Committee Rules. Read here for more details

1. Complaints Rules