Code of Conduct

Purpose and Scope
The Customer Services Department of Lyca Mobile South Africa (Pty) Limited (“Lyca Mobile”) provides a commitment at all levels of the department to the efficient, fair and courteous resolution of a Customer complaint. This includes having a Code of Practice that will guide both the Customer and Lyca Mobile in the handling of a Customer complaint.
This Code of Practice is intended to provide Customers with transparency on how Lyca Mobile will deal with a complaint, and to make Customers aware of the steps that will be taken during the complaint handling process. The Code of Practice also defines the minimum standards that Lyca Mobile will apply in the handling of a Customer complaint.
In this Code of Practice, the “Customer” is sometimes referred to as “you” or “your”.

Changes to the Code
Changes to Lyca Mobile’s Code of Practice will be made in accordance with any regulatory requirements issued by the Independent Communications Authority of South Africa (“ICASA”). This Code of Practice, and any changes, will be published on Lyca Mobile’s website. You are also entitled, upon your reasonable request and at no cost, to a printed copy of this Code of Practice.

Making a Complaint
There are several ways for you to make a complaint if you are not satisfied with the service provided by Lyca Mobile. It is the intention of Lyca Mobile to resolve a Customer complaint, where possible, during your first point of contact with Lyca Mobile. Where a complaint cannot be resolved in this way, you will be advised of a timescale for the investigation and resolution of your complaint by Lyca Mobile, and afforded the opportunity to escalate the complaint within Lyca Mobile if you still are not satisfied with the resolution. The different ways you can make a complaint about the service provided by Lyca Mobile are described below:

The different ways you can make a complaint about the service provided by Lyca Mobile are described below.

Telephone: A Customer can make a complaint by telephone via our Customer Care Lines by dialling 140 from any Lyca Mobile pre-paid SIM Account. You may also dial +27 104 469 087 from any other telephone. Calls made to this number will be charged at the national tariff.

If you are roaming internationally, you may contact the Customer Care Lines by dialling +27 654 001 140. Calls made to this number while you are roaming internationally will be charged at the international roaming tariff.

E-mail: A Customer can contact Lyca Mobile via email at: cs@lycamobile.co.za Alternatively, customer can make a complaint via email: complaints@lycamobile.co.za

The Customer Services Department will promptly acknowledge all Customer complaints received, and not later than three (3) business days after receipt of the Customer complaint if sent by letter or e-mail.

Letter: A Customer can make a complaint by posting a letter to the address for complaints at:
Complaints Department
Lyca Mobile South Africa (Pty) Limited
Block A Unit 4 (A4) – Deco Phase II – Stand 434
Cnr New Market Road and Witkoppen Road
Hoogland Ext 59
Randburg,
Johannesburg

Complaint Stages
The following are the stages in the Customer complaint handling process followed by Lyca Mobile:

Receipt of the Customer complaint;

Acknowledgement of the Customer complaint;

Investigation of the Customer complaint;

Notification of resolution of the Customer complaint;

Internal escalation of the Customer complaint (where necessary);

Complaint Types
The primary types of Complaints are described below.

Billing (including Top-Ups);

Network Quality;

Network Availability;

International Roaming;

Handset Issues;

Prior to making a complaint, and to help the Customer Services Department to promptly resolve your complaint, you should consider which type of complaint you wish to make, and have at hand detailed information to provide to the Customer Services Department.

Progress Updates
The Customer Services Department will provide you will progress updates at regular intervals to keep you informed of the progress of the investigation into your complaint. In cases where the Customer Services Department is unable to resolve a Customer complaint within the target timescales, then the Customer Services Department will advise you of the revised timescales.

Escalating a Complaint
The Customer’s first point of contact with the Customer Services Department will be the First Line Customer Services Representative who will handle your query and propose a resolution. If you are not happy with the resolution, you may request that your complaint be escalated to the Customer Services Team Leader who in turn will attempt to resolve your complaint. If you are satisfied with the resolution proposed by the Customer Services Team Leader, the Customer complaint will be closed. If you are unsatisfied with the resolution proposed, you may request your complaint to be forwarded to Complaints department or alternatively write to complaints@lycamobile.co.za

Complaint Tracking
Lyca Mobile will ensure that all Customer complaints can be easily tracked to ensure traceability of all actions taken regarding a specific Customer complaint. The Customer Services Department will assign to your complaint a Unique Reference Number (“URN”). When making a complaint, Lyca Mobile will advise you of the URN. Customers are advised to refer to their URN in all communications with the Customer Services Department.

ICASA
If you are still not satisfied with the resolution proposed by the Complaints department, you may escalate your complaint to ICASA. You may contact ICASA for this purpose at consumer@icasa.org.za or you may call ICASA for this purpose at 011 566 3000.