The Independent Communications Authority of South Africa (Icasa) has unveiled a significant overhaul to its consumer-protection regulations in the telecommunications sector, promising to improve customer experience and combat the long-standing issue of data expiry, reports Cape {town} Etc.
Gazetted in the Government Gazette on 23 January, the End-User and Subscriber Service Charter Amendment Regulations introduce stringent measures aimed at protecting consumers from unexpected charges, especially among prepaid users.
Set to take effect in early 2027, these amendments mark a pivotal shift in how mobile data, voice, and SMS bundles will function.
Central to the new regulations is the comprehensive rewriting of regulation 8A, extending Icasa’s consumer-protection measures uniformly across all communication services thereby eliminating the discrepancies that have previously existed between mobile data and traditional voice or SMS services.
Under the updated regulations, mobile operators are now required to alert customers when they have used up 50%, 80%, and finally, 100% of their bundled data, voice, or SMS services.
Notifications can be sent via SMS or mobile app alerts, with users allowed to opt-out if they prefer. However, the intention is to equip consumers with information to prevent them from running out of services unexpectedly.
Perhaps the most groundbreaking feature of the amendments is the termination of silent out-of-bundle billing. Once a bundle is exhausted, mobile operators must immediately halt services unless customers have consented to out-of-bundle charges or have opted to purchase additional bundles.
This change applies to all consumer categories—prepaid, post-paid, and hybrid significantly reducing the risk of bill shock, a persistent complaint among users.
Another major modification involves how multiple bundles are consumed. Operators will be obliged to use the bundle with the earliest expiration date first, ensuring that consumers do not lose the value of older bundles while newer ones remain active.
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The amendments also smooth the rollover process for unused bundles. All packages with a validity of longer than seven days must roll over unused portions automatically at least once upon expiration, provided the SIM card is active. Importantly, this rollover will occur without any additional effort or cost to the consumer, bringing relief to many who have previously seen their resources vanish unexpectedly.
However, short-term bundles of seven days or fewer, as well as free or promotional bundles, will be exempt from this rule.
Adding to these positive changes, the new regulations enshrine the ability for users to transfer portions of their unused bundles to other subscribers on the same network. This transfer option eliminates previously imposed limits on how often or how much can be shared, promoting flexibility and ensuring that bundles do not go to waste.
In response to ongoing complaints about service interruptions, the new regulations will also protect consumers in instances where faults in the network have hampered their ability to use their bundles.
Operators will now be mandated to extend the validity periods for affected bundles, providing fair compensation for the downtime endured.
The Economic Freedom Fighters (EFF), a prominent political party, has hailed these regulatory changes as a decisive victory for South Africans, especially for vulnerable populations who have historically borne the brunt of unfair charging practices. ‘For years, South Africans, particularly the poor and the youth, have been subjected to exploitative practices,’ EFF remarked.
They emphasised that prepaid data and airtime should not expire and championed the recent changes as a path towards bridging the digital divide.
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