Consumer Protection
How to file a complaint
BOCRA ensures that consumers receive quality services and are protected from unfair business practices. Follow our standard procedure to resolve issues with your service provider.
The Complaint Cycle
A step-by-step guide to resolving your issues with communications service providers in Botswana.
Complain to the Service Provider
First contact your service provider using their internal channels. This is mandatory before BOCRA can intervene.
Maintain Records
Keep records of all correspondence and reference numbers provided by the service provider.
Escalate within Operator
If unsatisfied with the first response, request escalation to the operator's manager or customer care lead.
Escalate to BOCRA
If the provider fails to resolve the issue satisfactorily within their own timeline, you may now contact BOCRA.
Mandatory Step: By law, you must first give your service provider the opportunity to resolve your complaint. BOCRA will only intervene if the provider fails to resolve the issue within a reasonable timeframe (usually 14 days) or provides an unsatisfactory response.
How to file with BOCRA
If the internal provider process has been exhausted, you can reach out to our Compliance and Monitoring department through these official channels.
Online Portal
Use the official BOCRA Consumer Portal at consumerportal.bocra.org.bw
Consumer@BOCRA.org.bw or info@BOCRA.org.bw
Phone
Call Compliance Officers at +267 368 5553 or 368 5500
In-Person
Visit BOCRA: Plot 50671, Independence Avenue, Gaborone
Information Needed
To ensure a swift investigation, please include the following in your notification to BOCRA:
- Full Name and Contact Addresses of all parties
- Detailed but concise statement of facts
- Supporting documents (Contracts, Bills, Correspondence)
- The specific relief or remedy you are seeking