Manager: Complaints and Compliance Committee at The Independent Communications Authority of South Africa (ICASA)

Purpose of the job                                                                                                                

• To administer, coordinate, and manage all complaints and disputes referred to the Complaints and Compliance Committee (“CCC”) in line with the administrative due process. To manage the office of the CCC so that it executive its mandate within the parameters of the law in an efficient and effective manner.

Key Outputs:

The successful candidate will report to the Executive: Legal and CCC and their responsibilities will include:

• Management and administering all complaints and disputes referred to the CCC in line with the administrative due process and the law
• Managing and guiding the CCC Assessors in handling complaints and disputes
• Reporting to the CCC and the Executive: Legal and CCC on regular basis on the status of the complaints and disputes
• Management and review of the submissions by the CCC Assessors to the CCC and to the Executive: Legal and CCC, and the submissions regarding the CCC recommendations to  Council
• Managing the adherence to the legislative or prescribed timelines with regarding to the handing of a complaint
• Managing the process to develop the reasons for the dismissal of the complaints/ disputes
• Management and coordination of all investigations of all complaints and disputes referred to the CCC
• Developing and implementing standard operating procedures regarding the investigation of complaints and disputes
• Management, coordination, and review of the case assessments by the CCC Assessors
• Reporting to the CCC and the Executive: Legal and CCC on regular basis on the status of investigations
• Developing, implementing, and reviewing the CCC governing regulatory frameworks, procedures, manuals, guidelines etc. to ensure that the CCC is accessible; and promote the interest of consumers.
• Managing the CCC unit and budget
• Managing the service providers appointed from time to time
• Management and supervision of the CCC Assessors in conducting research, workshop presentations or awareness campaigns on CCC processes
• Management, coordination, and administration of the CCC hearings; deliberations and meetings Identifying, assessing and managing all CCC risks to an acceptable level e.g. strategic, operational and projects risks
• Contributing to the formulation and implementation of the Legal, Risk and CCC divisional strategy, and the CCC strategy.

Qualifications and Experience:

• LLB Degree (NQF Level 8) Admitted as a Legal Practitioner with Board Examination passed 4 years’ Management or 5 years’ Specialist Experience 6 years’ relevant working experience in complaints and dispute management or Legal Services Experience in collaboration at Executive and Board level will be a distinct advantage Experience in ICT Law will be a distinct advantage.

Key Competencies and Attributes:

• Analytical thinking Problem-solving Interactive Communication Resilience Attention to detail Adaptability Client Focus Writing Skills Achievement Orientation Teamwork Impact and Influence Self-confidence Enforcement Information Gathering and processing Legislation, Policies, Procedures and Standards Presentation skills Able to work and make decisions under pressure Proven track record in building collaborative relationships Proven track record in respect of solid administration skills and/or project management Proven track record and clear understanding of adjudicatory process.  

Closing Date: 03 November 2025