Electronic Communications Act, 2005 (Act No. 36 of 2005)

Regulations

End-User and Subscriber Service Charter Regulations, 2016

13. Alternative Dispute Resolution (ADR)
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(1)A complaint may be referred to the Authority's alternative dispute resolution should a licensee not be able to resolve the complaint in terms of regulation 12.
[Regulation 13(1) substituted by regulation 7 of the End-User and Subscriber Service Charter Amendment Regulations, 2018 (Notice 233 of 2018)]

 

(2)The ADR may be chaired by a Councillor or other suitably designated person/s.

 

(3)The ADR will address complaints on a national basis.

 

(4)The Authority will inform parties of the venue and time when an ADR session will take place.

 

(5)The outcome of an ADR session is the final step in the complaints resolution process facilitated by the Authority, unless non-compliance has been recognized.