Common complaints
- A cancellation or number port was not processed
- Billing, data or contract charges are wrong
- Coverage is poor or the service repeatedly fails
Cellphone and Internet Complaints in South Africa
Still billed after cancelling your contract? Complain to your network through Complaintshub, and if it is not fixed in 14 working days, escalate to ICASA.
What this complaint route covers
This route covers cellphone, fibre and internet contracts, billing, cancellations, coverage, number-porting and repeated service interruptions. First complain directly to the organisation or public body, keep every reference number and state the fair outcome you want.
Evidence to prepare
- Contract and recent bills
- Fault, cancellation and call-centre references
- Coverage tests, outage records and correspondence
If it is not resolved
Escalate to: ICASA after giving the provider an opportunity to resolve the complaint.
Your Complaintshub timeline and the organisation's replies can support the escalation.
How to make the complaint count
1. Set out the facts
Give dates, amounts, references and a short timeline. Separate what happened from what you assume.
2. Ask for a clear remedy
Explain whether you want a correction, refund, repair, explanation, restored service or another reasonable outcome.
3. Keep private details private
Do not put identity numbers, bank details, medical records or private contact details in the public summary.
4. Track the response
Use your account to see status changes and responses and to confirm whether the matter was resolved.
Supporting evidence remains protected. Publication follows the moderation policy, and formal rights and time limits continue to apply.