About ICASA
The Independent Communications Authority of South Africa (ICASA) is a dynamic organization dedicated to regulating the electronic communications, broadcasting, and postal sectors in South Africa. We strive towards a connected and empowered society, ensuring fair practices and protecting consumer rights within the ICT landscape. Join us and contribute to shaping the future of communications in South Africa.
Job Title: 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 Role
As a Customer Complaints Officer, you will play a crucial role in assisting ICASA in receiving, managing, and resolving consumer complaints within the ICT sector. This includes electronic communications, broadcasting, and postal services. You will ensure adherence to consumer protection legislation and regulations, build strong relationships with stakeholders, and contribute to policy development through qualitative and quantitative consumer complaint analysis.
Key Responsibilities (Key Outputs)
- Receipt, management, and analysis of consumer complaints to determine jurisdiction and escalate to licensees for resolution.
- Analysis of responses against applicable legislation.
- Resolution of consumer complaints through the Alternative Dispute Resolution (ADR) process.
- Meeting with licensees regarding 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 amendments, and reviewing as 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 the ICT sector will be an added advantage.
Key Competencies and Attributes
- Ability to make decisions timeously.
- Attention to detail.
- Effective Interpersonal Skills.
- Excellent communication skills (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.
How to Apply
Do you have what it takes to protect consumer rights and ensure fair play in South Africa’s communications sector? Don’t miss this opportunity to join ICASA!
Closing Date: 28 October 2026
Applications for this position must be submitted via our official careers page:
For enquiries regarding this position, please direct them to careers@icasa.org.za. Please note that applications sent by email will NOT be considered. For a seamless application process, we recommend using a laptop or desktop with Chrome or Microsoft Edge web browsers.