Registering Complaints | Botswana Communications Regulatory Authority
Source: https://www.bocra.org.bw/registering-complaints
Archived: 2026-04-23 17:24
Registering Complaints | Botswana Communications Regulatory Authority
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History Of Communication Regulation
Organogram
Board of Directors
Executive Management
Careers
Mandate
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Telecommunications
National Radio Frequency Plan
Radio Spectrum Planning
The Numbering Plan
Type Approval
Broadcasting
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bw ccTLD
bw CIRT
Electronic Evidence
Electronic Communications Transactions
Licensing
Projects
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Draft Documents And Legislation
ICT Licencing Framework
ITU Capacity Building Workshop
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Consumer Education And Advice
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File A Complaint
Media
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Tenders
ASMS-WebCP
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Registering Complaints
Complaint Handling Procedures
BOCRA continues to monitor the quality of service provided by licensees. To this end, the BOCRA has developed Quality of Service Guidelines for operators with a view to improve and maintain service quality by identifying service deficiencies, specifying network service quality parameters, improving operations, performance and networks. In the event that you are not satisfied with the service provided by your service provider, you may wish to lodge a complaint against the concerned service provider. You should approach your service provider first for assistance.
BOCRA will investigate a consumer complaint against a service provider if there is sufficient evidence to establish a prima facie case on possible breaches of any provisions under the Communications Regulatory Authority Act 2012 or any conditions under the operators licence.
Customers are advised to obtain and familiarise themselves with complaints handling processes of the respective service providers.
The Complaint Handling Process
Step 1: Address The Complaint To The Service Provider
Consumers will first address their complaints to the appropriate service provider. Consumers should first explore and exhaust all possible channels of remedy available within the operator(s) before any reference to the BTA.
Step 2 : Ask The Service Provider For The Time It Will Take To Resolve The Complaint
Consumers should ask the operator(s) to state the period within which complaints will be resolved. Complaints to an operator will be resolved within the time frame as stipulated by the service provider. Any deviation should be accompanied by a written explanation to the complainant.
Step 3 : Keep Copies Of Correspondence Of The Complaint
It is important that complainants keep records of all correspondence between themselves and the operators. Where possible, complainants should request service providers to acknowledge receipt by stamping their copies of complaint letter.
Step 4 : Escalate Complaint To The Highest Level Within The Service Provider
If a complaint is not resolved in the first instance, the consumer should request for the complaint to be escalated to a higher level in line with the Operators Guidelines for Handling Complaints.
Step 5 : Escalate The Complaint To The BOCRA
Where the operator has not satisfactorily resolved a complaint, the consumer should refer that complaint to the BOCRA.
The Notification about the referred complaint shall include the following:
The names and addresses of the parties involved
A brief statement of facts on the complaint
Copies of any relevant supporting documents
The relief or remedy sought
Complaints may be brought to the BOCRA by post, hand delivery, email or fax to the following address:
The Chief Executive
Botswana Communications Regulatory Authority
Plot No. 206/207, Independence Avenue
Private Bag 00495
Gaborone
Tel: +267 395 7755
Fax: +267 395 7976
Email:
info@bta.org.bw
Website:
www.bta.org.bw
Apply For A License
Complaints Process
BOCRA will investigate a consumer complaint against a service provider if there is sufficient evidence to establish.
Botswana Communications Regulatory Authority
Plot 50671 Independence Avenue
Gaborone, Botswana
T : +267 395 7755
F : +267 395 7976
E :
info@bocra.org.bw
Skip to main content
telecoms Link
About
Profile
A Word From The Chief Executive
History Of Communication Regulation
Organogram
Board of Directors
Executive Management
Careers
Mandate
Legislation
Telecommunications
National Radio Frequency Plan
Radio Spectrum Planning
The Numbering Plan
Type Approval
Broadcasting
Postal
Internet
bw ccTLD
bw CIRT
Electronic Evidence
Electronic Communications Transactions
Licensing
Projects
Documents
Draft Documents And Legislation
ICT Licencing Framework
ITU Capacity Building Workshop
Complaints
Consumer Education And Advice
Registering Complaints
File A Complaint
Media
News & Events
Speeches
Tenders
ASMS-WebCP
Licence Verification
Type Approval
Register BW
BOCRA Portal
QOS Monitoring
Licensing
telecoms Link
About
Profile
A Word From The Chief Executive
History Of Communication Regulation
Organogram
Board of Directors
Executive Management
Careers
Mandate
Legislation
Telecommunications
National Radio Frequency Plan
Radio Spectrum Planning
The Numbering Plan
Type Approval
Broadcasting
Postal
Internet
bw ccTLD
bw CIRT
Electronic Evidence
Electronic Communications Transactions
Licensing
Projects
Documents
Draft Documents And Legislation
ICT Licencing Framework
ITU Capacity Building Workshop
Complaints
Consumer Education And Advice
Registering Complaints
File A Complaint
Media
News & Events
Speeches
Tenders
ASMS-WebCP
Licence Verification
Type Approval
Register BW
Registering Complaints
Complaint Handling Procedures
BOCRA continues to monitor the quality of service provided by licensees. To this end, the BOCRA has developed Quality of Service Guidelines for operators with a view to improve and maintain service quality by identifying service deficiencies, specifying network service quality parameters, improving operations, performance and networks. In the event that you are not satisfied with the service provided by your service provider, you may wish to lodge a complaint against the concerned service provider. You should approach your service provider first for assistance.
BOCRA will investigate a consumer complaint against a service provider if there is sufficient evidence to establish a prima facie case on possible breaches of any provisions under the Communications Regulatory Authority Act 2012 or any conditions under the operators licence.
Customers are advised to obtain and familiarise themselves with complaints handling processes of the respective service providers.
The Complaint Handling Process
Step 1: Address The Complaint To The Service Provider
Consumers will first address their complaints to the appropriate service provider. Consumers should first explore and exhaust all possible channels of remedy available within the operator(s) before any reference to the BTA.
Step 2 : Ask The Service Provider For The Time It Will Take To Resolve The Complaint
Consumers should ask the operator(s) to state the period within which complaints will be resolved. Complaints to an operator will be resolved within the time frame as stipulated by the service provider. Any deviation should be accompanied by a written explanation to the complainant.
Step 3 : Keep Copies Of Correspondence Of The Complaint
It is important that complainants keep records of all correspondence between themselves and the operators. Where possible, complainants should request service providers to acknowledge receipt by stamping their copies of complaint letter.
Step 4 : Escalate Complaint To The Highest Level Within The Service Provider
If a complaint is not resolved in the first instance, the consumer should request for the complaint to be escalated to a higher level in line with the Operators Guidelines for Handling Complaints.
Step 5 : Escalate The Complaint To The BOCRA
Where the operator has not satisfactorily resolved a complaint, the consumer should refer that complaint to the BOCRA.
The Notification about the referred complaint shall include the following:
The names and addresses of the parties involved
A brief statement of facts on the complaint
Copies of any relevant supporting documents
The relief or remedy sought
Complaints may be brought to the BOCRA by post, hand delivery, email or fax to the following address:
The Chief Executive
Botswana Communications Regulatory Authority
Plot No. 206/207, Independence Avenue
Private Bag 00495
Gaborone
Tel: +267 395 7755
Fax: +267 395 7976
Email:
info@bta.org.bw
Website:
www.bta.org.bw
Apply For A License
Complaints Process
BOCRA will investigate a consumer complaint against a service provider if there is sufficient evidence to establish.
Botswana Communications Regulatory Authority
Plot 50671 Independence Avenue
Gaborone, Botswana
T : +267 395 7755
F : +267 395 7976
E :
info@bocra.org.bw