Complaints

How do I make a complaint?

The first stop in making a complaint about your service is with your provider. Consumers should first submit their complaint to the respective operator or service provider, whom their complaint is about. It is important that the operator or service provider be permitted reasonable opportunity to address the complaint.

Why is it necessary to put complaints in writing?

A written complaint leaves no doubt as to the nature and substance of the complaint. Operators and service providers also respond to complaints in writing. The written complaint creates a record and enables the Authority to assess the merits of both the complaint and the service provider’s response. A written complaint also suggests a thoughtfulness and a genuine concern on the part of the complainant, rather than a passing, impulsive reaction.

What information should be included in a complaint?

• Your name, address, telephone number, email and key contact information of the complainant.
• Where available, the name, address, telephone number, e-mail contact and key information of the respondent telecommunications provider
• A list of the disputes numbered in order so as to enable the respondent telecommunications provider address such dispute separately.
• A brief description of the basic facts surrounding each dispute
• As far as practicable, supporting information for each dispute and a statement of the desired resolution requested for each dispute.

Please note that your telecommunications provider is required to make available the form which will be used to lodge your complaint. Forms can also be obtained from your local NTRC office.

What happens after I file my complaint?

The respondent provider is obliged to send a confirmation of receipt of the statement of complaint to the aggrieved party within 3 business days.

The telecommunication provider or respondent shall take all reasonable steps to resolve a complaint filed within thirty days of the date of filing of the statement of complaint. Aggrieved parties must note that the 30 days starts from the date of filing of complaint and not the date that the fault or issue occurred.

If, after thirty (30) days from the filing of a statement of complaint, both parties have made reasonable efforts but are still unable to amicably resolve the dispute, either party may file an application with the NTRC for assistance in resolving the matter.