In today’s digital world, communications devices such as mobile phones, Wi-Fi routers, smart TVs, satellite terminals and signal boosters play an essential role in our daily lives.
Whether you are purchasing the latest smartphone from a local retailer or ordering a device online, ensuring that the equipment is type approved by the Eswatini Communications Commission (ESCCOM) is one of the most important steps you can take to protect yourself as a consumer.
Type approval is a regulatory process that ensures communications equipment complies with national technical standards, operates safely and does not interfere with communication networks or other electronic devices. Purchasing type approved equipment helps consumers avoid poor performance, safety risks, unnecessary expenses and connectivity problems.
Three rules for the smart tech shopper
1. Verify type approval status of equipment
All communications equipment sold, imported or distributed for use in Eswatini should be type approved by ESCCOM. When purchasing communications devices, especially high-value equipment such as mobile phones, routers, signal boosters, or satellite terminals, check whether:
The supplier is an authorised distributor or retailer.
The equipment sold has been type approved by ESCCOM. Visit https://www.esccom.org.sz/mandate/typeapproval/Type-Approved-Equipment-List.php
Buying from reputable suppliers significantly reduces the risk of acquiring non-compliant or counterfeit products.
2. Be cautious of ‘too-good-to-be-true’ online deals
While online shopping offers convenience and competitive pricing, consumers should exercise caution when purchasing communications equipment from overseas platforms or unverified sellers.
Some imported devices:
- Operate on radio frequencies that are not authorised for use in Eswatini.
- May fail to connect properly to local telecommunications networks.
- Can cause interference with other communications systems.
- May not meet required electrical or safety standards.
- A bargain is only worthwhile if the equipment is safe, functional and legally permitted for use.
- How to verify if equipment is type approved
- ESCCOM maintains an official database of type approved communications equipment that consumers can access at any time.
Type approved equipment list:
https://www.esccom.org.sz/mandate/typeapproval/Type-Approved-Equipment-List.php
Follow these steps:
Visit www.esccom.org.sz
Navigate to regulations → type approval
Select type approved equipment list
Search using:
- Model number
- Device name
- Manufacturer name
- Approval number
If the equipment appears in the database, it has been approved for use in Eswatini.
Consumers should note that, in accordance with Section 14(2) of the Electronic Communications (Importation, Type Approval and Distribution) Regulations, 2016, no person may supply, import, distribute, or use communications equipment that is not type approved or that has been prohibited by the commission.
Bought a faulty device? Know your rights
- Even when equipment is type approved, technical faults may occasionally occur. If a communications device:
- Experiences severe performance issues
- Frequently loses connectivity
- Causes harmful interference
- Overheats excessively or
- Fails to function as advertised, you have the right to lodge a complaint and seek resolution.
- ESCCOM encourages consumers to first engage the service provider or retailer responsible for the product before escalating the matter to the commission.
Consumer complaints procedure
As part of its mandate, ESCCOM works to ensure that licensed communications service providers deliver products and services that benefit consumers and support the national economy.
The Eswatini Electronic Communications Act requires licensees to establish effective complaint handling mechanisms, while the Eswatini Communications Commission Act, 2013, empowers the commission to investigate consumer complaints relating to telecommunications, broadcasting, postal and courier services.
Time limits for lodging complaints
Consumers are encouraged to report issues as soon as possible:
Postal and courier services: Within 1 month of the incident.
Broadcasting services: Within 3 months of the incident.
Telecommunications services: Within 6 months of the incident.
Types of complaints ESCCOM can handle
- Telecommunications complaints
- Poor network coverage
- Dropped calls
- Delays in service activation or installation
- Service suspension disputes
- Billing disputes relating to data, voice, SMS or roaming services
- Contract renewal and termination disputes
- Breaches of personal privacy
- Postal and courier complaints
- Poor customer service
- Delayed, incorrect, or non-delivery of items.
- Lost, damaged, or stolen mail
- Delayed payment of money orders.
- Missing acknowledgements for registered mail
- Broadcasting complaints
- TV licence billing disputes.
- Alleged breaches of the Broadcasting Code or licence conditions.
- Non-compliance with applicable broadcasting laws and regulations.
How to lodge a complaint
Step 1: Contact the service provider first
- The responsibility for resolving complaints initially rests with the service provider.
- Before approaching ESCCOM:
- Submit your complaint to the service provider
- Request a complaint reference number
- Ask for a timeline within which the matter will be resolved
- Keep copies of all correspondence, receipts and evidence
Step 2: Keep supporting evidence
Maintain records including:
- Purchase receipts
- Warranty documentation
- Screenshots or photographs
- Emails, letters or messages exchanged with the service provider
- Complaint reference numbers
- Step 3: Escalate the matter to ESCCOM
- If the provider fails to respond or the response is unsatisfactory, you may escalate the complaint to ESCCOM.
- Consumers can submit complaints through:
Online complaint form: https://www.esccom.org.sz/consumers/complaints-form/
Email: info@esccom.org.sz
Telephone: +268 2406 7000
ESCCOM DQoS App: Available on mobile app stores
Post: P.O. Box 7811, Mbabane
Hand delivery: 3rd Floor, ESCCOM Building, Ezulwini
Social media: ESCCOM Facebook Page, LinkedIn and X (@ESCCOM_eswatini)
What information should be included?
To assist with investigations, provide:
Your name and contact details.
The name of the service provider or retailer.
A detailed description of the complaint.
Copies of supporting documents and evidence.
Records showing attempts made to resolve the issue with the service provider.
What happens after ESCCOM receives your complaint?
- Upon receiving a complaint, ESCCOM will:
- Register the complaint.
- Acknowledge receipt within 24 hours.
- Determine whether the complaint falls within its jurisdiction.
- Where the complaint falls within ESCCOM’s authority:
- The matter will be referred to the service provider for a response.
- The service provider is required to respond within seven (7) days.
- ESCCOM will monitor efforts to resolve the dispute.
If unresolved, the ommission may investigate further and issue a determination.
If the complaint falls outside ESCCOM’s jurisdiction, the consumer will be advised and referred to the appropriate authority. Importantly, complaint resolution through ESCCOM is free of charge.
Protect yourself: Verify before you buy
The best way to avoid frustrating disputes is to ensure that communications equipment is type approved before making a purchase. By buying compliant equipment, keeping proof of purchase and knowing your rights as a consumer, you can enjoy reliable communications services and contribute to a safer and more efficient communications environment in Eswatini.
Before you buy, verify. If you experience problems, complain. ESCCOM is here to help protect consumers and promote a safe, reliable communications sector for all.
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