Online Complaints

The Information and Communication Technologies Authority (ICT Authority) today launched an Online Consumer Complaints System to enable consumers to lodge complaints about ICT services.

This online facility forms part of the Authority’s efforts to encourage ICT consumers to Stay Safe and practice Social Distancing and avoid having to physically come to the Authority just to file a complaint.

The online system has been designed with ease of use for consumers.

As such, ICT consumers can create an account on the system and file their complaints or submit a query. To set up an account, a valid email address is required.

The Authority will examine and address the complaint or query in line with provisions of the ICT Act 2001 (as amended) and the Authority’s processes.

Section 18 (o) of the ICT Act 2001 provides that the Authority, ?entertain complaints from consumers in relation to any information and communication service in Mauritius and, where necessary, refer them to the appropriate authorities.?

The Authority’s approach to handle consumer complaints is one founded on the principle of the rights and responsibilities of the consumer.

In line with international and regional best practices, consumers are required to use all available means at their disposal to resolve any complaint or dispute with their telecom operator, or service provider based on the terms of contract or service level agreement (SLA).

In turn the licensed operators have an obligation to their customers to resolve complaints in a fair and timely manner. Licensed operators must make sure their customers are provided with all necessary information in a transparent manner.

The Authority’s Consumer Complaints System can be accessed at the following link: https://www.icta.mu/complaint/

22 May 2020