Frequently Asked Questions
How does one lodge a complaint against a service provider?
Any consumer may file a written complaint, at the Authority against any person, classified as a licensee or communications service provider. Make sure you exhaust all the internal channels for complaints before bringing it to the Authority. We are able to help you if you have already tried to solve the problem with the service provider and you could not get help. Give details of your complaint or problem to the service provider verbally or in writing and keep a copy for yourself in case your records get misplaced. Have your records and documents as evidence when you lodge your complaint i.e. Account number, receipt, bill etc. The Authority will consult the licensee against whom a compliant is levelled and shall facilitate amicable resolution. Where amicable resolution is not reached, the Authority will conduct adjudicatory hearing and make a decision supported by reasons. Complaints regarding broadcast content may be directed to: The Secretary, Broadcasting Disputes Resolution Panel (BDRP), c/o Lesotho Communications Authority, 30 Princess Margaret Road, Old Europa, P.O. Box 15896, Maseru 100, Lesotho. A complaint must however be lodged with the concerned broadcaster before it is submitted to the BDRP. NB: The Communications Sector Complaints Procedure provides necessary guidance.
Does LCA regulate newspapers in Lesotho?
LCA does not regulate newspapers. According the Communications Act 2012, LCA only regulates telecommunications, broadcasting and postal sectors and related activities.
Does LCA regulate social media or internet content?
The Authority does not license or regulate internet content.
Does LCA regulate WASP services?
No LCA does not regulate WASP services, instead it regulates numbering resources for premium rate services.
What is a PIN number and what can one do if the SIM card gets blocked?
As soon as a SIM card is inserted in any Handset it requires a PIN (Personal Identification Number) which is a password that is known to the authorised user only. The PIN code can be set to protect a SIM card from unauthorized use. 1) To prevent continuous attempts to ‘guess’ the PIN number the SIM card automatically gets locked-up after three consecutive wrong entries. If the SIM card is locked, the “Blocked” message will appear and an unlocking code will be needed. Further repeat wrong entries of PIN may lead to damage of card. 2) The blocked SIM can be then opened through PUK number (PIN Unlocking code) which can be obtained from your service provider after establishing your identity. The PUK is an 8 digit code available with your cellular service provider. Also one should remember that 10 successive wrong entries of PUK number may damage the SIM card forever.
What about changing your service provider?
If you are not satisfied with your service provider or want to choose a provider that offers more suitable services, you may well be able to choose another one or move to a package that suits you better. Below are questions to think about before you change your service provider: 1) How much notice do you have to pay to end the contract with your current service provider? 2) Given the whole picture of how you use your phone, is the new operator offering you a better deal? You are the customer – it’s your choice!
What is Lesotho Communications Authority(LCA)?
It is a communications regulatory body established by statute in June 2000, with a mandate of regulating the communications sector (telecommunications, broadcasting and postal) in Lesotho.
What is the mandate of LCA?
In terms of the Communications Act No. 4 of 2012, the mandate of LCA include; granting of licences to communications service providers; promoting and preserving fair competition in the communications market; approving tariffs; managing the radio frequency spectrum; empowering and protecting consumers; type approving terminal equipment and other related matters.
What are the types of licences that LCA grant and their related fees?
LCA grants individual licences and class licences. Different categories of licences, their durations and fees are prescribed in the Lesotho Communications Authority (Licensing Classification and Fees) Rules 2013.
What is the difference between individual licence and class licence?
Individual licence is a licence which the terms and conditions are customised according to the application parameters at the time the licensee applies for an authorisation and as agreed with the Authority. Individual licences are applied only on invitation by the Authority. Class licence is an authorisation whereby the terms and conditions are standard for a particular category or class of service provider. Class licences are applied on a first come first served basis.
How long does the Authority take to process and issue a Licence?
In terms of the LCA (Administrative) Rules No. 77 of 2016, the Authority shall approve or reject licence application within 90 days of receipt thereof provided no additional information is required from the applicant. For Class Licences, if all the required information has been submitted the licence can be issued within 3 weeks, however the process might sometimes delay due to coordination with the neighbouring country. The Authority would notify the applicant in those extreme cases.
What can a consumer complain about?
Breach of broadcasting code of practice as stipulated in the Lesotho Telecommunications (Broadcasting) Rules No. 71 of 2004 (link to the rules) or poor quality of service standards such as service disconnections, poor service delivery, network availability and coverage, low internet speed etc.