Complaint Handling Procedure

Consumers of all communication services: - Telecommunications, Broadcasting, Data communications and Postal services who are dissatisfied with services rendered to them by any of the operators have a right to redress the situation through lodging of complaints to the Uganda Communications Commission (UCC).

Please read carefully the procedures, which are outlined hereunder in Form of Frequently Asked Questions and answers.

Question:What is the first thing a dissatisfied consumer of communication services do, in order to get their problem solved?

Answer: It is advisable to begin the complaints process with the provider f the service you are not satisfied with for instance with a call or written complaint and where necessary, obtain a complaint reference number were necessary. This gives them a chance to resolve the issue for you. Most licensed operators are more than willing to resolve complaints amicably and swiftly.

In the event that the service provider does not satisfactorily solve the problem, he / she can then proceed to file a complaint to the Consumer Affairs Office (CAO) of the Uganda Communications Commission.

Question: How do I file a complaint with Uganda Communications Commission?

Answer: The particulars in the complaint should include Name, Physical address, Phone number, Email address and Complaint reference number (note; service providers should provide you with a reference number whenever you make a complaint to them), as well as a brief description of the problem they are facing and its duration. Provide copies of all documents pertaining to the complaint. A brief explanation of the circumstances that led to the complaint; name of service provider, and telephone number should also be availed.

Question:Who do I contact at UCC with a complaint or enquiry?

Answer: Complaints should be addressed to UCC as follows;
The Executive Director,
Uganda Communications Commission,
P. O. Box 7376,
Kampala.

Or E-mail. ucc@)ucc.co,ug
Toll Free line 0800133911 during working hours 8.00am -5.00pm Monday to Friday.
Facebook: Uganda Communications Commission
Twitter: @UCC_Official

Or Consumers may physically contact UCC's Consumer Affairs Section, based at;
12th Floor – Communications House, Colville Street, Kampala

Or UCC Regional Offices:

  • Eastern: Plot 39/41 Republic Street, Mbale
  • Western: Plot 2 Circular Road, Mbarara
  • Northern: Plot 15 Onono Road, Gulu
  • North Western: Plot 8, Ntuha Road, Masindi

Question:How can a subscriber / consumer lodge complaint?

Answer: A complaint to UCC can be in writing, by phone, email, fax or by personal visit. The written complaint must not exceed two A4pages; it must be readable, clear and should contain the complainant's contacts. If you are having problems lodging complaint, our consumer affairs team is on hand to help you.

Question:What happens when UCC Consumer Affairs Office receives a complaint?

Answer: The complaint is analyzed and investigated immediately. Consumer Affairs Office (CAO) reaches out to the service provider complained against. If the CAO is satisfied that the service provider breached terms of its contract with the consumer, or acted contrary to its license obligations and or UCC regulations, the Commission shall take appropriate action without delay to get the service provider to improve the situation.

Question:Will the UCC Consumer Affairs Office get back to the consumer who lodged a complaint?

Answer: Yes. In cases where investigations are concluded in less than 48 hours, the complainant will be reached by phone or fax less than 48 hours, otherwise he/she will be communicated to in writing on the outcome of the review within 14 days.

Question:Do I have to pay for the services of the UCC consumer affairs Office?

Answer: No! The services of the CAO are rendered FREE OF CHARGE. 'So, take advantage of us, so that we can help you.'

Question:Can an aggrieved consumer sue the service provider in a court of law over a breach of contract?

Answer: Yes, But UCC advises that this should be a last resort, Dialogue and peaceful negotiations are preferred and should be fully explored before resorting to protracted and costly litigation. UCC is working out an acceptable arbitration framework, which will facilitate an amicable resolution of differences and disputes between service providers and consumers.

Question:What issues can consumers complaint about?

Answer: These include the following amongst others: unlawful airtime deductions, arbitrary disconnection, and nonchalant attitude towards genuine complaints, poor services delivery, untruthful and deceptive advertisements, Supply of sub-standard equipment, bare-face exploitation and invasion of privacy, violation or non-delivery of mail, delayed restoration of service unreliable service. Etc.

Question:Do consumers have any responsibilities / obligations?

Answer: Yes! Whereas consumers have got rights, they too have obligations to fulfill. Obligations/responsibilities such as prompt payment of phone bills and ensuring that utilization of communications services is not in a manner hazardous to the environment.

Question:Is UCC a Government agency?

Answer: Yes! UCC is a Government agency with independent status to effectively regulate the activities of operators, suppliers and consumers in the communications industry.

For further information, please contact;

The Executive Director,
Uganda Communications Commission,
P. O. Box 7376,
Kampala.
Fax. +256 41 4 338832
E-mail. ucc@)ucc.co,ug
Toll Free line 0800133911 during working hours 8.00am -5.00pm Monday to Friday.
Facebook: Uganda Communications Commission
Twitter: @UCC_Official