Independent Communications Authority Of South Africa (Icasa) Vacancies

In brief

**Job Title:** Customer Complaints Officer **Company:** Independent Communications Authority Of South Africa (Icasa) --- **Overview** This role at the Independent Communications Authority of South Africa (ICASA) is for a permanent Customer Complaints Officer at Job Level C3, with a total annual package (CTC) of R715,361.00. The primary purpose of the position is to assist ICASA in receiving, managing, and resolving consumer complaints within the ICT sector, covering electronic communications, broadcasting, and postal services, in accordance with relevant consumer protection legislation and regulations. The officer is expected to build and maintain relationships with various stakeholders involved in complaint resolution and to advise ICASA on potential legislative and regulatory changes based on qualitative and quantitative analysis of consumer complaints. The position is located at the Independent Communications Authority of South Africa. **What you will do** The successful candidate will report to the Manager: Customer Complaints and Dispute Resolutions and will be responsible for: * Receiving, managing, and analysing consumer complaints to determine jurisdiction and escalating them to licensees for resolution. * Analysing responses against applicable legislations. * Resolving 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, including proposing possible amendments and reviews where necessary. * Participating in Council Committees. * Representing ICASA at regional and international forums. **Requirements (from the original advert)** * **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. **Who should apply** This position is suitable for a professional holding a Bachelor of Laws Degree (LLB) with at least two years of experience in the regulatory industry, including one year of specialized experience in complaints handling. The ideal candidate will be skilled in managing and resolving consumer complaints within the ICT sector, possessing strong analytical abilities to interpret legislation and determine jurisdiction. They should be proficient in Alternative Dispute Resolution processes and capable of engaging effectively with various stakeholders. Essential attributes include the ability to make timely decisions, meticulous attention to detail, excellent interpersonal and communication skills, strong presentation abilities, resilience, and an influential presence. A solid understanding of relevant consumer protection legislation is critical. Experience in the ICT sector is considered an added advantage. **Deadline** 28 October 2026 **Reference** Original posting: https://www.govpage.co.za/vacancies/independent-communications-authority-of-south-africa-icasa-vacancies-4 Source: govpage

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