Complaints Procedure

Important Notice

If you have a complaint about our services, please follow the procedure outlined below. This process ensures that your complaint is handled efficiently and in accordance with ICASA regulations.

Lodge Your Complaint with PCN

You must first lodge a complaint with PCN and receive a reference number for your complaint. This is the mandatory first step before any escalation can take place.

Email: support@pcn.co.za
Phone: +27 21 286 1111
Address: 75 Roeland Street, Cape Town, 8001

Allow PCN Time to Resolve

Allow PCN 14 working days to resolve the complaint. We are committed to addressing your concerns within this timeframe and will keep you updated on the progress.

Please Note: Working days exclude weekends and public holidays. We will acknowledge receipt of your complaint within 2 working days.

Escalation to ICASA (If Necessary)

You may only refer your complaint to ICASA after completing the above process and only if:

The service provider has not resolved your complaint within 14 working days, OR
The response from PCN is unsatisfactory

How to lodge a complaint with ICASA:

Complete a complaints form on the ICASA website
Email the completed form to: consumer@icasa.org.za
Fax to: 012 568 3444

Important: Complaints to ICASA must be in writing and include your PCN complaint reference number.

What Information to Include in Your Complaint

To help us resolve your complaint quickly, please include:

Your account number or customer reference
Clear description of the problem or issue
Date and time when the issue occurred
Any error messages received
Steps you have already taken to resolve the issue
Your preferred contact method and best times to reach you
Any supporting documentation (screenshots, emails, etc.)

Our Commitment to You

We will acknowledge your complaint within 2 working days
We will provide you with a unique complaint reference number
We will keep you updated on the progress of your complaint
We will aim to resolve your complaint within 14 working days
If we need more time, we will explain why and give you a new timeline

About ICASA

The Independent Communications Authority of South Africa (ICASA) is the regulator for the South African communications, broadcasting and postal services sectors. ICASA has the authority to investigate complaints about telecommunications services.

Please note: ICASA will only investigate complaints that have first been lodged with the service provider and where the service provider has had the opportunity to resolve the matter.