Customer Complaints Officer

In brief

**Overview** The Independent Communications Authority Of South Africa (Icasa) is seeking a Customer Complaints Officer. This role is responsible for assisting the Authority in receiving, managing, and resolving consumer complaints within the ICT sector, which includes electronic communications, broadcasting, and postal services, in accordance with relevant consumer protection legislation and regulations. The Officer will also build and maintain relationships with stakeholders involved in resolving complaints and advise the Authority on potential legislative and regulatory changes based on consumer complaints analysis. The total annual package for this position is R715,361.00 CTC. **What you will do** * Receive, manage, and analyze consumer complaints to determine jurisdiction and escalate them to licensees for resolution. * Analyze responses against applicable legislations. * Resolve consumer complaints through the Alternative Dispute Resolution (ADR) process. * Meet with licensees over possible non-compliance cases. * Escalate cases to the Complaints and Compliance Committee (CCC) for adjudication. * Assist in the development of consumer protection related regulations, proposing possible amendments and review where necessary. * Participate in Council Committees. * Represent ICASA at regional and international forums. **Requirements (from the original advert)** * 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) * 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 role is suitable for individuals with a legal background and experience in regulatory affairs and complaints handling, particularly within the ICT sector. The ideal candidate will be detail-oriented, possess excellent written and verbal communication skills, strong interpersonal abilities, and the capacity to make timely and influential decisions. They should also have a solid understanding of relevant consumer protection legislation and be capable of analyzing complaints to inform legislative and regulatory advice. **Deadline** 28th October, 2026 **Reference** Original posting: https://www.myjobmag.co.za/job/customer-complaints-officer-the-independent-communications-authority-of-south-africa-icasa Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 1 year of experience.

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

Before you apply

• Confirm the requirements and closing date on the original listing (myjobmag). SPANi lists vacancies from other sites and may not reflect last-minute changes.
• Legitimate employers do not charge application, registration or training fees.
• Don't send your ID or bank details before you have confirmed the employer is real.

How to spot a job scam

Before you apply

• Read the full advert and confirm you meet the minimum requirements before applying.
• Tailor your CV headline and most recent experience to the job title and key skills.
• Note the closing date and reference number, and keep a copy of what you submit.
• Apply only through the employer or job board link — never pay to apply.