What is a complaint?

A complaint is an expression of dissatisfaction made to an organisation, related to its products/services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

Issue handling procedure

Should a customer have any queries or issues that need to be resolved, the below issue handling escalation path should be followed:

	First point of contact	Second point of contact	Third point of contact
Contact Centre – Prepaid, Postpaid, MoMo and Business (135)	Call Centre Agent	Supervisor/Manager	MTN Complaints
Business Call Centre (135) Call Centre	Call Centre Agent	Supervisor/Manager	MTN Complaints
Social Platforms Agent Meta MTN South Africa \| Instagram @MTNza \| X @MTNzaService or MTNza	Call Centre Agent	Supervisor/Manager	MTN Complaints
Insurance (083 123 6084) Call Centre	Call Centre Agent	Supervisor/Manager	MTN Complaints
Coverage Help Desk (083 900 1212) Call Centre	Call Centre Agent	Supervisor/Manager	MTN Complaints
Web Portal – Prepaid and Postpaid	mtn.co.za
MTN Stores – Prepaid, Postpaid, MoMo and Business	Store Consultant	Supervisor/Manager	MTN Complaints
Digital – WhatsApp (083 123 0011) Prepaid and Postpaid	Agent	Supervisor/Manager	MTN Complaints

Complaints handling procedure

In a situation where a customer is not satisfied and an issue becomes a complaint, the below complaints handling escalation path should be followed:
• Complaints can be sent to complaints@mtn.com
• Should MTN fail to resolve a customer’s complaint within 14 days, the complaint may be escalated to ICASA at consumer@icasa.org.za or 012 568 3000/3001
• In addition, as MTN is a member of the Consumer Goods and Service Ombudsmen, the customer can send an email to complaints@cgso.org.za or info@cgso.org.za or call 086 000 0272

Please note: You should follow the issue handling procedure first, before attempting to follow the complaints handling procedure.

VERSION: 3|DATE OF PUBLICATION: 21/05/2025