Guides · Problem-solving guide
Telecom Billing Dispute Contact Details
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To dispute a phone or internet bill, first dispute the charge with your provider in writing and get a reference number; if it is not fixed within 14 working days, take data, voice or roaming billing to ICASA at consumer@icasa.org.za. Unwanted subscription or content-service charges that eat your airtime go to WASPA’s “Report unwanted billing” page instead.
Telecom billing dispute contact details at a glance
| Route | Details |
|---|---|
| WASPA, report unwanted billing (content services / premium SMS) | waspa.org.za/report-unwanted-billing/ |
| WASPA lodge a complaint | waspa.org.za/lodge-a-complaint/ |
| ICASA consumer complaints email | consumer@icasa.org.za |
| ICASA online complaints (Consumer Complaints CRM) | icasa.org.za/pages/consumer-complaints |
| ICASA consumer complaint form (PDF) | icasa.org.za/uploads/files/Consumer-Complaint-Form.pdf |
| ICASA head office (Centurion) | 012 568 3000 |
Official billing dispute route
Which body handles your dispute depends on the type of charge:
- Billing of data, voice and international roaming: a complaint category ICASA accepts, once your provider has had 14 working days.
- Content services and subscription (WASP) charges: referred to WASPA, which has a “Report unwanted billing” route and a “Lodge a Complaint” page.
What you need before contacting
You need a complaint reference number from your provider. ICASA will only take the dispute once you have that number and have allowed 14 working days. For an unknown SMS charge, WASPA’s SMS codes search helps you identify who is billing you. WASPA also runs a Do Not Contact registry.
Step-by-step contact process
- Dispute the charge with your provider in writing and get a reference number.
- If the charge is a content or subscription service, report it on WASPA’s “Report unwanted billing” page.
- For data, voice or roaming billing not fixed within 14 working days, lodge with ICASA online or through consumer@icasa.org.za.
- Quote ICASA’s reference number, issued within 48 hours, on every follow-up.
Escalation route
ICASA is the escalation point for data, voice and roaming billing, and WASPA for content-service charges. ICASA head office is at 350 Witch-Hazel Ave, Eco-Park Estate, Centurion 0169, telephone 012 568 3000.
For provider contacts, see C-Connect or Nashua Mobile Durban, or browse more guides.
FAQs
How do I dispute a telecom bill?
Dispute it with your provider in writing and get a reference number. If it is not fixed in 14 working days, complain to ICASA.
Who do I contact about subscription charges on my airtime?
Report content-service and subscription charges on WASPA’s “Report unwanted billing” page.
What is the ICASA email for billing disputes?
Email consumer@icasa.org.za or lodge online on ICASA’s Consumer Complaints page.
How do I find out who is billing me by SMS?
Use WASPA’s SMS codes search to identify the service behind the charge.
Sources
- ICASA consumer complaints procedure, icasa.org.za/pages/consumer-complaints-procedure, read 27 September 2026
- ICASA contact page, icasa.org.za/pages/contact-us, read 27 September 2026
- ICASA consumer complaints page, icasa.org.za/pages/consumer-complaints, read 27 September 2026
- WASPA home page, waspa.org.za/, read 27 September 2026