FAQs

In terms of the Communications Act No. 4 of 2012, the mandate of LCA include; granting of licences to communications service providers; promoting and preserving fair competition in the communications market; approving tariffs; managing the radio frequency spectrum; empowering and protecting consumers; type approving terminal equipment and other related matters.

LCA grants individual licences and class licences. Different categories of licences, their durations and fees are prescribed in the Lesotho Communications Authority (Licensing Classification and Fees) Rules 2013.

Individual licence is a licence which the terms and conditions are customised according to the application parameters at the time the licensee applies for an authorisation and as agreed with the Authority. Individual licences are applied only on invitation by the Authority. Class licence is an authorisation whereby the terms and conditions are standard for a particular category or class of service provider. Class licences are applied on a first come first served basis.

In terms of the LCA (Administrative) Rules No. 77 of 2016, the Authority shall approve or reject licence application within 90 days of receipt thereof provided no additional information is required from the applicant. For Class Licences, if all the required information has been submitted the licence can be issued within 3 weeks, however the process might sometimes delay due to coordination with the neighbouring country. The Authority would notify the applicant in those extreme cases.

Breach of broadcasting code of practice as stipulated in the Lesotho Telecommunications (Broadcasting) Rules No. 71 of 2004 (link to the rules) or poor quality of service standards such as service disconnections, poor service delivery, network availability and coverage, low internet speed etc.

Any consumer may file a written complaint, at the Authority against any person, classified as a licensee or communications service provider. Make sure you exhaust all the internal channels for complaints before bringing it to the Authority. We are able to help you if you have already tried to solve the problem with the service provider and you could not get help. Give details of your complaint or problem to the service provider verbally or in writing and keep a copy for yourself in case your records get misplaced. Have your records and documents as evidence when you lodge your complaint i.e. Account number, receipt, bill etc. The Authority will consult the licensee against whom a compliant is levelled and shall facilitate amicable resolution. Where amicable resolution is not reached, the Authority will conduct adjudicatory hearing and make a decision supported by reasons. Complaints regarding broadcast content may be directed to: The Secretary, Broadcasting Disputes Resolution Panel (BDRP), c/o Lesotho Communications Authority, 30 Princess Margaret Road, Old Europa, P.O. Box 15896, Maseru 100, Lesotho. A complaint must however be lodged with the concerned broadcaster before it is submitted to the BDRP. NB: The Communications Sector Complaints Procedure provides necessary guidance.

LCA does not regulate newspapers. According the Communications Act 2012, LCA only regulates telecommunications, broadcasting and postal sectors and related activities.

The Authority does not license or regulate internet content.

No LCA does not regulate WASP services, instead it regulates numbering resources for premium rate services.

As soon as a SIM card is inserted in any Handset it requires a PIN (Personal Identification Number) which is a password that is known to the authorised user only. The PIN code can be set to protect a SIM card from unauthorized use. 1) To prevent continuous attempts to 'guess' the PIN number the SIM card automatically gets locked-up after three consecutive wrong entries. If the SIM card is locked, the "Blocked" message will appear and an unlocking code will be needed. Further repeat wrong entries of PIN may lead to damage of card. 2) The blocked SIM can be then opened through PUK number (PIN Unlocking code) which can be obtained from your service provider after establishing your identity. The PUK is an 8 digit code available with your cellular service provider. Also one should remember that 10 successive wrong entries of PUK number may damage the SIM card forever.

If you are not satisfied with your service provider or want to choose a provider that offers more suitable services, you may well be able to choose another one or move to a package that suits you better. Below are questions to think about before you change your service provider: 1) How much notice do you have to pay to end the contract with your current service provider? 2) Given the whole picture of how you use your phone, is the new operator offering you a better deal? You are the customer – it's your choice!