Consumer complaint handling mechanism
All Service Providers are having their own complaint handling procedure for dealing with consumer complaints. If you have a complaint or dispute which has to be attended by a Service Provider, you should first report to the service provider and obtain a REFERENCE NUMBER about the complaint. After following the complaint handling procedure adopted by the Service Provider, if you are still not satisfied OR if the Service Provider does not respond to your complaint, you can file a complaint with SCRA to review the matter.
Any person who wishes to present a complaint to the SCRA regarding any complaint or dispute by a Service Provider is strongly advised to fill in this form in addition to forwarding any complaint letter/ document(s). You are further required to demonstrate your efforts to have this complaint resolved by your Service Provider. Make sure your complaint is constructive and includes a brief statement of facts in chronological order and point at the specific issue.
How to make a complaint
Complaints must be made in writing using the attached consumer complaint review form.
The form shall be delivered to the address indicated below
Attach photocopies of relevant documents (bills, subscription agreements/contracts etc).
Retain your original documents.
Annex copies of letters or e-mails sent to the Service Provider to show that all means to resolve the complaint with the operator have been used.
Explain your complaint clearly stating the facts.
Consumer complaint review form is available on the SCRA Website
If the space provided is insufficient, please continue on a separate sheet of paper. Any separate sheet of paper used should be attached to this form. Having completed the form the complainant shall sign it personally. In case of corporate body, authorized personnel shall sign this form accordingly.
Please note that SCRA will respond to your complaint promptly but the outcome will also depend on the nature of complaint and the level of customer care of the Service Provider.
Click here to fill the form online
Contact Details
Communications Division
Seychelles Communications Regulatory Authority (SCRA)
P.O. Box 737, 3ʳᵈ Floor, Caravelle House, Victoria, Mahe Republic of Seychelles
Telephone: (248)4286600
Telefax: (248)4225325
E-mail: communications@scra.sc
Website: www.ict.gov.sc