From a non-MTN phone
Dial 083 135

Report fraud
Fraudhelp@mtn.com

Physical address: MTN Proprietary Limited
Innovation Centre
216 14th Avenue
Fairland
Johannesburg
Postal address: Private Bag 9955
Cresta
2118
South Africa

Reach us on social media

If you have engaged us on any of the touchpoints above and haven’t received feedback yet or 14 days have passed since you heard from us, please let our Complaints Management team know:

Complaints Management

To lodge a complaint, please send an eMail to complaints@mtn.com

If we fail to resolve your complaint within 14 days, your complaint may be escalated to ICASA.

eMail
consumer@icasa.org.za

Call
012 568300/3001.

In addition, we are a member of the Consumer Goods and Service Ombudsmen.

eMail
complaints@cgso.org.za
info@cgso.org.za

In the interest of PoPi (Protection of Personal Information Act), we do not subscribe to Hello Peter or any other external consumer forum.

We have multiple Customer Care channels in place to ensure that we remain close to our customers on the channel of their choice.

We remain in close collaboration and guidance from ICASA (Independent Communications Authority of South Africa), the Ombudsman and other official legal and regulatory bodies to ensure governance and fairness to our customers and that we provide a platform for consumer rights mediation, should these be required.

It is important to note that external platforms such as Hello Peter simply house posts shared by customers and play no official or regulatory role in the resolution process.

Our revised Complaints Management process further emphasises that we are committed to the customer experience and the rights of all consumers. We are open to regulation and mediation should we falter on our customer promises.

Only through our official Customer Care touchpoints can we ensure compliance to legislative and regulatory procedures such as PoPi, which seeks to regulate the processing of personal information of all our customers and employees.

Through our official touchpoints, we are in full control of the management of our customers’ data and other essential processes.

Furthermore, MTN has, since 1 August 2020, not subscribed to Hello Peter or any other external consumer complaints forums.

We urge all our customers to visit our official customer service channels for assistance and support. Our Complaints Management process (guided by ICASA) is in place, and if we fail to respond or resolve concerns raised on these channels, we are accountable to our customers and ICASA.