Complaints · Contact details
ISP Complaints Contact Details
To complain about an internet service provider, first complain to the ISP itself, then lodge a mediation request with the Internet Service Providers’ Association (ISPA), on 010 500 1200, if the ISP is a member, or a written complaint with ICASA at consumer@icasa.org.za. ISPA is the non-profit industry body that mediates disputes with its member ISPs only, while ICASA is the statutory regulator that takes written complaints against any licensed telecoms provider once the provider has had 14 working days to fix the problem.
ISP complaints contact details at a glance
| Route | Details |
|---|---|
| ISPA mediation request (web form) | ispa.org.za lodge a mediation request |
| ISPA complaints mailbox (if the web form cannot be used) | complaints@ispa.org.za |
| ISPA office | 010 500 1200 |
| ISPA general queries | queries@ispa.org.za |
| ICASA consumer complaints (email) | consumer@icasa.org.za |
| ICASA online complaints | icasa.org.za/pages/consumer-complaints |
| ICASA switchboard | 012 568 3000 |
Official contact channels
ISPA’s preferred route is its online mediation request form. If you cannot use the form, email complaints@ispa.org.za. For general questions about ISPA, call 010 500 1200 or email queries@ispa.org.za.
ICASA complaints must be in writing. Lodge them on ICASA’s website or email the complaints form to consumer@icasa.org.za. ICASA’s switchboard is 012 568 3000.
What this regulator handles
ISPA can only help with ISPs that are ISPA members, and only once you have already tried to resolve the problem directly with the ISP. It mediates first, and can move to a formal complaint under its Code of Conduct.
ICASA handles complaints against licensed telecoms providers, including ISPs, after the provider has had its chance to fix the problem.
Complaints and escalation process
- Complain to your ISP first and keep the reference number.
- If the ISP is an ISPA member, lodge an ISPA mediation request online.
- If mediation fails, ISPA can escalate the matter to a formal complaint under its Code of Conduct.
- Or, after 14 working days without a resolution, lodge a written complaint with ICASA online or at consumer@icasa.org.za.
ISPA formal complaints
ISPA only accepts a formal complaint if a valid clause of its Code of Conduct was breached within the last twelve months and the matter is not before another regulator or a court. The member ISP then has ten working days to respond in writing, and you have five working days to reply.
ICASA complaints
Before going to ICASA, lodge the complaint with your provider, get a reference number and allow 14 working days. ICASA acknowledges a complaint with a reference number within 48 hours and sends it to the licensee within two working days.
Address and operating information
Neither ISPA nor ICASA publishes consumer complaint office hours on the pages we read. Both bodies take complaints in writing, online or by email, so you do not need to visit an office.
Not sure whether to call your ISP or the fibre company? See our guide on whether to contact your ISP or fibre network provider, and for billing problems our telecom billing dispute guide. More routes are in the complaints directory.
ISP, fibre operator or ICASA: who handles what
- The mobile network (Vodacom, MTN, Cell C, Telkom, Rain) owns the spectrum, the towers and your number. Anything to do with the SIM, the number, coverage or a mobile account is theirs.
- The fibre network operator owns the physical fibre in your street and the box on your wall. It installs and repairs the line, but its customer is your ISP, not you. It holds no record of you and will refer you back.
- Your ISP sells you the internet service, holds your account, bills you and owns the relationship. For a fibre connection, this is almost always the party you should be contacting.
- ICASA licenses and regulates the operators. It is a regulator, not a support desk, and it takes complaints only after the operator’s own process has been used.
For a fibre connection, your complaint almost always belongs with the ISP. The fibre network operator’s customer is the ISP, so it will refer you back.
Frequently asked questions
Where do I complain about my internet service provider?
Complain to the ISP first. Then use ISPA mediation if the ISP is a member, or lodge a written complaint with ICASA after 14 working days.
What is the ISPA complaints email address?
complaints@ispa.org.za, if you cannot use the online mediation form.
How long does an ISP have to fix a complaint before ICASA steps in?
ICASA asks you to allow the provider 14 working days after you lodge the complaint with it.
Can ISPA help if my ISP is not a member?
No. ISPA can only assist with ISPs that are ISPA members. Use ICASA instead.
Should I complain to the fibre network operator instead?
No. The fibre network operator’s customer is your ISP, not you, and it holds no record of your account. Complain to the ISP and ask for the fault reference it raised with the operator.
Sources
- ISPA, Mediation process, ispa.org.za/consumer-support/mediation-process/, read 27 September 2026
- ISPA, Lodge a mediation request, ispa.org.za/consumer-support/mediation-process/lodge-a-mediation-request/, read 27 September 2026
- ISPA, Complaints process, ispa.org.za/consumer-support/complaints-process/, read 27 September 2026
- ISPA, home page, ispa.org.za, read 27 September 2026
- ICASA, Consumer complaints procedure, icasa.org.za/pages/consumer-complaints-procedure, read 27 September 2026
- ICASA, home page, icasa.org.za, read 27 September 2026