ICASA Amends End-user and Subscriber Service Charter Regulations

Posted 23 January 2026 Written by Acts Online
Category Communications & Digital Technologies

Brought to you by SA Legal Academy: The Independent Communications Authority of South Africa (ICASA) has published the sixth amendment to the End-user and Subscriber Service Charter Regulations, 2016, to address service roll-out and transfer procedures.

In terms of the Electronic Communications Act, No. 36 of 2005, ICASA has gazetted these amendments following a consultation process initiated in February 2024. The new provisions are scheduled to come into effect 12 months from the date of publication, providing a transition period for licensees to align their operations with the updated standards.

The amendments focus on improving consumer experience and operational efficiency within the telecommunications sector. Key regulatory adjustments include:

  • Standardised timeframes and procedures for the roll-out of services to end-users.
  • Enhanced protocols for the transfer of services between subscribers or service providers.
  • Refined reporting requirements for licensees to ensure compliance with service quality standards.
  • Updated mechanisms for resolving subscriber complaints and addressing service delivery failures.

Alongside the amendments, ICASA released a reasons document outlining the regulatory rationale. This document addresses stakeholder feedback from the March 2023 consultation and the February 2024 proposals regarding service availability and subscriber rights. The 12-month implementation window is intended to allow for the necessary technical and administrative adjustments by electronic communications service providers.

What this means for you, your business, or your clients

  • For yourself: No direct individual compliance obligations; impact is channelled through improved service delivery standards and rights when dealing with telecommunications providers.
  • For your business: Compliance officers at licensed electronic communications service providers must update internal service level agreements and reporting systems to meet the new standards by the 2025 effective date.
  • For your clients: Subscribers will benefit from clearer timelines for service activation and more robust protections when transferring lines or data services between providers.

Originally published at https://legalacademy.co.za/news/read/communications-more-amendments-to-end-user-subscriber-service-charter-regulations

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