ICASA’s End-User and Subscriber Service Charter Regulations 2009 has set high minimum customer service standards for mobile operators.

Operator holding an Electronic Communications Network or Electronic Communications licence will have to ensure 95% service availability, 90% fault clearance within three days of faults being reported, and cut connectivity failures down to 3% within six months amongst other things.

In terms of enforcing these minimum standards ICASA can impose fines on operators of up to R500 000 for being in breach of the regulations.

The final version of the regulations was released on 24 July 2009 and will come into effect on 23 August 2009.