The National Information & Communications Technology Authority (NICTA) wishes to inform the general public and ICT service users that it has officially established a Consumer Complaints Management System Guideline (CCMSG).

Background

The Guideline was developed through NICTA’s established public consultation process, which ensures transparency and broad stakeholder participation. It establishes a clear and consistent approach for how complaints about telecommunication, internet, and broadcasting services are managed and resolved.

Purpose and Content

The Complaints Handling Guideline provides a step-by-step process for consumers to follow when raising issues or grievances about ICT services. It sets out eight key steps from how to lodge a complaint, acknowledgment and assessment, to investigation and resolution ensuring that all complaints are handled in a transparent, timely, and fair manner.

Relevance to ICT Users

ICT users are encouraged to raise their concerns directly with their respective service providers in the first instance. If the service provider fails to respond or resolve the issue within a reasonable timeframe, consumers may then escalate the matter to NICTA for review and possible intervention. NICTA reminds the public that it will only consider complaints within its regulatory mandate under the National ICT Act 2009.

This initiative reflects NICTA’s continuing effort to ensure that ICT consumers in Papua New Guinea have accessible, fair, and effective avenues for redress, thereby enhancing confidence and accountability across the ICT sector.