The National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (Icasa) on Friday revealed a cooperative working agreement that could expedite the resolution of information and communications technology- (ICT-) related consumer complaints.

Five years after the promulgation of the Consumer Protection Act, the two parties inked a memorandum of agreement (MoA) that would result in a formal process of interaction between them to better handle complaints under their respective co-jurisdictions and mandates.

“Through the MoA, the two regulators will complement and strengthen each other’s mandates and further encourage optimal use of the most effective remedies for consumers,” consumer commissioner Ebrahim Mohamed told media at Icasa’s headquarters in Sandton on Friday.

Icasa acting chairperson Rubben Mohlaloga explained that a jointly developed “consumer referral protocol” to improve the consumer complaint and referral process would be implemented to facilitate effective and efficient access to redress for ICT consumers.

The MoA allowed for complaints to be uniformly classified in terms of the respective jurisdictions, directing consumer matters to either Icasa or the NCC.

Icasa, which was generally responsible for regulating electronic communications, broadcasting and postal services, and the licensing of such, would be responsible for consumer matters related to data, international roaming, quality of networks, pricing and call services, besides others.

The NCC, which governed the national norms and standards of consumer protection, the promotion of responsible consumer behaviour and consistent legislative and enforcement frameworks for consumer transactions, would resolve complaints around contracts and their terms and conditions, misrepresentation, bait marketing, quality of products, faulty handsets and call limits.