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INDEPENDENT COMMUNICATIONS AUTHORITY OF SOUTH AFRICA (ICASA)
CUSTOMER COMPLAINTS OFFICER
LOCATION: Independent Communications Authority of South Africa
POSITION STATUS: Permanent
JOB LEVEL: C3
SALARY RANGE: Total Annual Package (CTC) – R715,361.00
Purpose of the job
To assist the Authority in receiving, managing and resolving consumer complaints in the ICT sector from the electronic communications, broadcasting and postal services sector, as governed by relevant consumer protection legislation and regulations. The Officer must build and maintain relationships with the various stakeholders involved in resolving all consumer complaints received by the Authority. The Officer must also advise the Authority on possible changes to legislation & regulations based on qualitative and quantitative consumer complaints analysis.
Key Outputs: The successful candidate will report to the Manager: Customer Complaints and Dispute Resolutions, and their responsibilities will include: ● Receipt of consumer complaints, management, and analysing them to determine jurisdiction and escalating them to licensees for resolution ● Analysing response/s against applicable legislations ● Resolution of consumer complaints through Alternative Dispute Resolution (ADR) process ● Meeting with licensees over possible non-compliance cases ● Escalating cases to the Complaints and Compliance Committee (CCC) for adjudication ● Assisting in the development of consumer protection related regulations, proposing possible amendments and review where necessary ● Participating in Council Committees ● Representing ICASA at regional and international forums.
Qualifications and Experience: ● A Bachelor of Laws Degree (LLB) ● 2 years’ relevant experience in the regulatory industry ● 1 year specialist experience in complaints handling ● 1 year experience in ICT sector will be an added advantage.
Key Competencies and Attributes: ● Ability to make decisions timeously ● Attention to detail ● Effective Interpersonal Skills ● Excellent communicator (written and verbal) ● Presentation skills ● Resilience and influential ● Solid knowledge of relevant consumer-related legislation, including ICASA Act, ECA Act, Broadcasting Act, Postal Services Act, Consumer Protection Act ,POPIA, etc.
Closing Date: 28 October 2026
APPLICATIONS FOR THIS POSITION MUST BE SUBMITTED VIA
https://www.icasa.org.za/pages/Careers
Any enquiries regarding this position should be directed to
NB: The email address provided above should be used for enquiries only.
Applications sent by email will NOT be considered.
FOR EASY ACCESS TO THE SYSTEM DURING THE APPLICATION PROCESS,
CANDIDATES ARE ENCOURAGED TO USE A LAPTOP OR A DESKTOP ON CHROME OR MICROSOFT EDGE WEB BROWSERS
ICASA is committed to the achievement and maintenance of diversity and equity in employment. Preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation as outlined within the Employment Equity Plan of ICASA.
- Only candidates who meet the requirements should apply.
- Applications received after the closing date will not be considered.
- If you do not hear from us within three months of the closing date, please regard your application as unsuccessful.
- It is the applicant`s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).
- It is also the responsibility of the applicant to obtain evaluation and certification of the Recognition for Prior Learning (RPL).
- ICASA actively pursues the sourcing of persons with disabilities.
- ICASA is an equal opportunity employer.
- ICASA reserves the right not to make an appointment.
- Appointment is subject to getting a positive security clearance, verification of the applicant’s documents (Qualifications), and reference checks.
- Correspondence will be entered into with shortlisted candidates only.
- CVs from Recruitment Agencies will not be accepted.
