Customer Complaints Officer

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.

Deadline:28th October,2026