NCA Services
Consumer Protection
The NCA is dedicated to protecting consumer rights in the telecommunications sector. We ensure service providers adhere to quality standards, fair pricing, and ethical practices while providing avenues for dispute resolution.
About Consumer Protection
Overview
The National Communication Authority (NCA) is mandated under the National Communication Act, 2012, to protect the interests of consumers of telecommunications services in South Sudan. The Authority ensures that service providers deliver quality services, maintain fair pricing, and treat consumers with respect and fairness.
Consumer protection in the telecommunications sector encompasses quality of service standards, tariff regulation, dispute resolution, and enforcement of consumer rights. The NCA serves as an independent arbiter in disputes between consumers and service providers when direct resolution fails.
The Authority receives and investigates consumer complaints, mediates disputes, and takes enforcement action against service providers who violate consumer protection regulations. Our goal is to ensure a fair, transparent, and competitive telecommunications market that serves the interests of all South Sudanese.
National Communications Licensing Regulations 2016
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Legal Framework
Consumer Protection is governed by the following legal instruments:
a
Formal application to the Director General
b
Valid NCA telecommunications or broadcasting license
c
Technical specifications of equipment and transmission parameters
d
Frequency coordination study (for shared bands)
e
Coverage maps and site locations
f
Electromagnetic compatibility (EMC) assessment
g
Non-refundable application and spectrum fees
a
Formal application to the Director General
b
Certified copy of incorporation certificate
c
Valid tax clearance and TIN
d
Valid work permit (only foreign national)
e
Table of shareholders and copies of ID/passport
f
Certificate of operation from Media Authority (only for Radio frequency)
g
Letter of No Objection from CID, and from NSS for private security company
h
Local shareholding threshold (at least 31%)
i
Non-refundable application fees (depending on type of each service)
a
Complainant's personal details (name, contact, ID)
b
Service provider account/phone number
c
Description of the complaint with dates and specifics
d
Evidence of prior contact with service provider's customer care
e
Reference number from service provider (if any)
f
Supporting documents (bills, screenshots, contracts)
g
Desired resolution or remedy
a
Formal application to the Director General
b
Equipment technical specifications and user manual
c
Test reports from accredited laboratory (EMC, safety, RF)
d
Declaration of Conformity from manufacturer
e
Equipment samples for verification (if required)
f
Proof of registration as importer/distributor
g
Non-refundable application fee
h
FCC, CE, or equivalent certification (international standards)
Requirements
Spectrum Allocation Requirements
Documents and conditions required for spectrum allocation requests.
Timely payment of spectrum fees
Annual spectrum utilization reports
Interference reporting and resolution
Geographic coverage as authorized
Transmission power limits and emission masks
Compliance with assigned frequency parameters
Resolution of consumer complaints
Fair treatment of consumers
Network coverage and reliability
Customer service response times
Tariff transparency and pricing regulations
Quality of Service (QoS) standards compliance
Timely reporting and fee payment - Ensuring compliance with regulatory schedules
Coverage obligations - Verifying licensees meet their committed coverage requirements
Service quality standards - Ensuring licensees maintain high-quality service delivery
Regular review of type approval certificates
Enforcement action on non-compliant equipment
Random sampling and testing of imported equipment
Investigation of interference complaints
Verification of equipment against approved specifications
Post-market surveillance of approved equipment
Note:
Service providers who fail to comply with consumer protection regulations may face penalties, license conditions, or enforcement action as per the National Communications Inspection, Monitoring and Enforcement Regulations 2016.
Compliance Monitoring
The Authority monitors compliance with the following:
Monitoring & Evaluation
Compliance Monitoring
The NCA monitors service providers to ensure compliance with consumer protection standards.
Your Rights
Consumer Rights in Telecommunications
As a consumer of telecommunications services in South Sudan, you are entitled to the following rights.
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Telecommunications License
For mobile network operators, fixed-line providers, internet services, and satellite communications
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Broadcasting Service License
Section 29 of the National Communication Act, 2012 requires frequency allocation approval from the relevant agency for broadcasting services.
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Infrastructure License
Section 28(1) of the National Communication Act, 2012 prohibits possession, installation, or operation of communications equipment without a proper license.
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Other Services
Value Added Services (VAS) and other specialized communication services