Organization : Lesotho Communications Authority
Type of Facility : Lodging Consumer Complaint
Country: Lesotho
Website : https://www.lca.org.ls/
How To Lodge A Complaint :
In accordance with the provisions of section 61 of the Act, any consumer may file a written complaint, at the Authority against any person, classified as a licensee or telecommunications service provider in accordance with the Act.
Related : Lesotho Communications Authority Applying For Licence Lesotho : www.statusin.org/8940.html
The LCA has a section responsible for handling telecommunications operators and consumer complaints. This is a free service to users of telecommunications (business and residential consumers) who have been unable to settle disputes directly with telecommunication service providers.
Where do we come in?:
** We are able to help you if you have already tried to solve the problem with the service provider and you could not get help.
** Make sure you exhaust all the internal channels for complaints before bringing it to the Authority.
** We aim to help you and your service provider reach a solution to your problem, however we cannot always impose a solution.
** Call your service provider and give details of your complaint or problem verbally or in writing and keep a copy for yourself in case your records get misplaced.
** Have your records and documents as evidence when you lodge your complaint ie. Account number, receipt, bill etc
** A complainant may indicate whether a hearing is requested and state the basis for such a request.
Consumer Complaint Procedure:
The aim of this complaint procedure is to empower consumers to take direct action against any service provider who offers poor service, quality or other issues. The primary emphasis is to provide users with sufficient relevant information so that they can deal with their service providers and to ensure that operators have adequate procedures in place to address consumer issues including complaints. Consumers can contact the Authority for information but it cannot act on a consumer complaint until the operator’s complaint handling processes are exhausted. The primary responsibility for complaint resolution rests with the service providers, as they have the direct relationship with the consumer.
Consumer Protection:
Consumers have a right to the following:
a) Be protected from unfair business practices;
b) To receive quality and timely service that offers value for money;
c) To receive bills on time and such bills should be clear and understandable;
d) To know about service provider’s complaint handling procedures;
e) To receive service related information from a service provider; and
f ) To bind themselves to contracts written in the official language they understand.
Consumers have obligations on the following:
a) Prompt payment of bills for services consumed;
b) Adhere to contractual obligations with the service providers;
c) When lodging complaints, to provide proof to support such complaints; and
d) Respect the privacy of other users of communication services.
Service Providers have obligations on the following:
a) To provide consumers with a copy of a service agreement or contract at the commencement of offering a service.
b) To provide the consumer with a complaints handling procedure.
Operators should provide a copy of their complaints procedures to any customer who requests a copy; in addition operators should have a copy available on their websites.
The complaint procedure should address among others the following:
i. Steps to follow when lodging a complaint;
ii. Steps that the service provider should follow in addressing the complaint;
iii. The time it takes to resolve the complaint; and
iv. The escalation path in case the complaint is not addressed within the time given or if the consumer is not satisfied with the outcome regarding the handling of the complaint.
c) To provide a consumer with a contract written in an official language of his/her choice.
Consumer complaints may include the following:
a) Service provision issues relating to connection, billing information, faults, timely provision of service, automatic service renewal contracts, etc.
b) Radio and Television programmes; and
c) Radio frequency interference issues.
Before lodging a complaint, the consumer should first check conditions of a service agreement or contract of the service provider.
A complaint against service providers may be done in two stages:
a) Lodging a complaint with the service provider; and
b) Lodging a complaint with the Authority.
Contact Details:
All complaints should be addressed to:
The Registrar
Lesotho Communications Authority
6th Floor, Moposo House
PO Box 15896
Kingsway Road
Maseru 100.
Office Hours:
08.00 hours – 17.00 hours Mondays – Fridays
Tel. + 266 2222 4300/ 5222 1300/ 2232 6784
Fax: +266 2232 6081/ 2231 0984
E-mail: admin@lca.org.ls