Complaints · Contact details
Telecom Complaints Contact Details
Telecom complaints that your provider has not resolved go to ICASA, the Independent Communications Authority of South Africa, at consumer@icasa.org.za or through its online complaints system. ICASA takes a complaint only after your provider has had 14 working days to fix it, and premium-rated or content-service billing goes to WASPA instead.
Telecom complaints contact details at a glance
| Route | Details |
|---|---|
| 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 |
| WASPA, report unwanted billing (content services / premium SMS) | waspa.org.za/report-unwanted-billing/ |
| ICASA head office address | 350 Witch-Hazel Ave, Eco-Park Estate, Centurion 0169 |
Official contact channels
Lodge a telecoms complaint with ICASA online on its Consumer Complaints page, or email the completed complaint form to consumer@icasa.org.za. ICASA head office in Centurion is on 012 568 3000. For unwanted subscription or premium SMS charges, use WASPA’s “Report unwanted billing” page.
What this regulator handles
ICASA takes complaints about:
- Network coverage and dropped calls.
- Installation and activation.
- Number portability.
- Suspension of services.
- Billing of data, voice and international roaming.
Some complaints go elsewhere. Content-services billing, SMS spam and WASP services go to WASPA. Contract terms, faulty handsets, misleading advertising and call-limit agreements are referred by ICASA to the National Consumer Commission.
Complaints and escalation process
- Complain to your service provider first and insist on a complaint reference number.
- Give the provider 14 working days to resolve it.
- If it is not resolved, or you are unhappy with the outcome, lodge it in writing with ICASA: online, by emailing the complaint form to consumer@icasa.org.za, by post, or at an ICASA office.
- ICASA acknowledges your complaint and assigns its own reference number within 48 hours. Quote it on every follow-up.
Complaints to ICASA must be in writing, even if you walk into an office.
Mobile network customer care numbers
Your complaint starts with the provider. These are the customer care lines each mobile network publishes on its own website, read on 21 August 2026. Ask for a complaint reference number on the first call.
| What it is for | Contact |
|---|---|
| Vodacom Customer Care (free from a Vodacom phone) | 082 135 |
| MTN call centre, post-paid (free from an MTN phone) | 808 |
| MTN call centre, pre-paid (free from an MTN phone) | 135 |
| Cell C customer care (free from a Cell C phone) | 135 |
| Telkom technical support and faults | 10210 |
| Rain Customer Engagement Centre | 081 610 1000 |
Address and operating information
ICASA head office is at 350 Witch-Hazel Ave, Eco-Park Estate, Centurion 0169. Postal address: Private Bag X10, Highveld Park 0169. ICASA also has regional offices, including Cape Town (Century City), Durban, Bloemfontein, Polokwane and Mahikeng.
For provider contact details, see Telkom Mobile Canal Walk or Vuma Webafrica, or browse the complaints directory.
Frequently asked questions
Where do I lay a telecom complaint in South Africa?
Complain to your provider first. If it is not fixed in 14 working days, complain to ICASA at consumer@icasa.org.za or online.
What is the ICASA complaints number?
ICASA head office in Centurion is on 012 568 3000. Complaints themselves must be lodged in writing.
Who handles unwanted subscription charges on my airtime?
Content-service and premium SMS billing goes to WASPA through its “Report unwanted billing” page.
How long does ICASA take to respond to a complaint?
ICASA acknowledges a complaint and gives it a reference number within 48 hours.
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