Complaints Handling & Redress

We’re Here to Help You

Got a problem with your mobile, internet or telecom service? Don’t worry — we’re here to help you get it fixed fairly and quickly.

First important step: Provider First Rule You must contact your service provider first (Digicel, Vodafone, Telikom PNG, etc.) and give them a reasonable chance to solve the issue. Keep the reference number they give you or always note down the date and name of the person you reported to— it helps us when you bring the matter to NICTA.

If they cannot fix it, then submit your complaint to us — it’s free, confidential, and we will help.

Section 1: Provider First Rule (Highlighted Box – Very Prominent)

Provider First – It’s the Law & It Works

Before you contact NICTA, please:

• Call your provider’s customer care number
• Visit one of their shops
• Use their app, website chat, or email support

Most complaints are resolved at this stage.

Why do we require this? It allows providers to fix problems quickly and lets NICTA focus on the cases that really need our help.

Section 2: Our 10-Step Complaint Process

How NICTA Handles Your Complaint (From the Consumer Complaints Management System Guideline.

1. You complain to your service provider first – Give them time to respond.
2. If not resolved → Escalate to NICTA – Submit your complaint to us.
3. We register your complaint – You receive a reference number.
4. Initial assessment – We check if it’s within our authority.
5. Preliminary investigation – We may ask you or your provider for more details.
6. Escalation (if required) – To full investigation.
7. Full investigation – We gather facts from both sides.
8. Reporting & recommendation – We make a fair recommendation.
9. Resolution & closure – We work with your provider to fix the issue.
10. Follow-up & monitoring – We make sure the solution is carried out.

[Embedded Image / Flowchart] (Insert simple flowchart from CMS Guideline Annexure 2 – arrows showing the flow from Provider → NICTA → Resolution)

Section 3: Types of Complaints We Handle

We receive complaints on the following issues (under NICTA’s authority):

• Billing & Charges Unexpected charges (“bill shock”), unclear pricing, unauthorised charges, refund/credit problems, price changes without notice
• Service Quality & Network Poor call quality (drops/failures), slow internet speeds, unstable connection (high latency/packet loss), no or weak coverage, delayed fault repairs, poor customer support accessibility
• Misleading Information or Advertising False or impossible claims in ads, hidden conditions/restrictions, no Critical Information Summary (CIS) provided, wrong details about features/costs
• Unauthorised Changes or Services Plan or service changed without permission, unwanted value-added services added, unauthorised activation/deactivation (slamming)
• Privacy, Data, Scams or Abuse Unauthorised access to your account/data, scam/fraud messages or calls, harassing/malicious communications, personal information shared without consent
• Complaint Handling by Provider No response from provider, failure to follow official complaint process, unresolved after reasonable time
• Other Issues Difficulty switching providers, universal service obligation concerns, infrastructure sharing disputes (between providers), EMF/tower radiation concerns, breach of licence conditions

Note: Serious cybercrime (e.g. data theft, extortion) may be referred to police under the Cybercrime Code Act 2016.

Section 4: Submit Your Complaint

Two Easy Ways to Register Your Complaint

Option 1: Submit Online (Recommended – Fast & Easy) Takes 5–10 minutes on your phone. Guided questions, upload evidence, instant reference number.

[Big Green Button – Prominent] Start Online Complaint Form → [Link to /consumer-information/submit-a-complaint or embedded form]

Option 2: Download & Submit Manually Download, fill in the form and send it to us.

[Buttons] Download PDF Form

Then:

• Email to: complaints@nicta.gov.pg
• Or walk in to any NICTA office (Port Moresby, Lae, Kokopo, Mt Hagen, Goroka)

Section 5: What Happens After You Submit?

• We send you a confirmation (usually within 1–2 working days) with your reference number.
• We register and assess your complaint.
• We investigate fairly and confidentially.
• We contact your provider if needed.
• We work toward a fair solution and keep you updated.
• You’ll receive the outcome and any follow-up actions.

Your complaint is treated seriously and privately.

Related Pages:

• Your Rights & Responsibilities
• Stay Safe Online