Frequently Asked Questions (FAQs)

Find answers to common questions about communications services, licensing, consumer complaints, spectrum management, and ESCCOM’s role in regulating the sector.

FAQs

ESCCOM is an acronym for the Eswatini Communications Commission. ESCCOM is the regulatory body responsible for regulating the communications sector in Eswatini, constituting of telecommunication services and networks, broadcasting services, postal services and the use and allocation of radio spectrum. It derives its mandate from the Swaziland Communications Commission Act no. 10 of 2013.

The Eswatini Communications Commission (ESCCOM) is the regulator of the communications sector in Eswatini. ESCCOM regulates telecommunications, broadcasting, postal and courier services to ensure they are accessible, reliable, affordable, and operate in the public interest.

ESCCOM:

  1. Licenses communications service providers.
  2. Protects consumers of communication services in Eswatini
  3. Manages radio frequency spectrum.
  4. Promotes fair competition.
  5. Facilitates universal access to communications services.
  6. Monitors compliance with laws, regulations, and licence conditions.

No. ESCCOM is a regulator and does not provide services directly to consumers. Services are provided by licensed operators and service providers.

  1. A licensee is a person issued with a licence by ESCCOM to provide the following services:
    1. Electronic communications network services
    2. Electronic communications services offered to the public 
    3. Broadcasting services
  2. A service provider, on the other hand, can be one of the following:
    1. An entity that sells to a subscriber the ability to make and receive telephone calls
    2. A network operator
    3. An entity or person buying network services from a network operator and reselling these services to consumers
    4. Postal services

It is important to know how your service provider charges you for calls. Calls are usually charged in one of the following ways:

  1. Unit based. The duration is calculated in units. Units may differ from one service provider to another and from one network to another (i.e. fixed or mobile network).
  2. Second based. Calls are charged according to the seconds spent on each call.
  3. Minute based. The call duration is rounded to the next minute. For example, if your call lasted 1 minute and 15 seconds, it will be charged as 2 minutes.

It is also important to note that different times of the day are charged differently. Most service providers divide the day into peak and off-peak periods and peak periods will have a higher charge. Sometimes there's a cost difference between weekday and weekend call rates. Make sure you ask your service provider about this so you know how much you'll pay for calls.

You can contact ESCCOM through:

  1. Telephone on (+268) 2406 7000
  2. Email on info@esccom.org.sz
  3. Physical offices at Ezulwini
  4. Online contact forms available on the website
  5. Social media platforms
  1. Non-activation of New SIM Cards prior to registration
  2. Operators shall not activate a SIM Card on its systems unless the operator has registered the new subscriber’s details
  3. An operator shall, from the date of commencement of these regulations, inform customers of:
    1. customer obligations in terms of the regulations
    2. the manner in which the obligations have to be complied with and
    3. the Consequences of non-compliance of non-compliance with these obligations
  1. Registration of SIM Cards by operators and their agents is FREE – customers should NOT be charged a fee for undertaking the registration process of a SIM Card
  2. If a person owns two SIM Cards belonging to two different operators – that person must register both SIM Cards with the respective operators
  1. Firstly, Service Providers should develop policies that speak to the scope of their licenses (license details, information and renewal) and file them with the Commission.
  2. Licensees are not supposed to engage in any anti-competitive or discriminatory behaviour.
  3. Contraventions of license Terms and Conditions warrant penalties, suspension and revocation of licences.
  4. Services providers are supposed to submit compliance report

Consumer Protection

You should first try to resolve the matter with the service provider. If you are not satisfied with the outcome, you may submit a complaint to ESCCOM through the prescribed complaint channels.

ESCCOM may assist with complaints relating to:

  1. Poor network quality
  2. Billing disputes
  3. Unfair treatment by service providers
  4. Unsolicited communications
  5. Postal and courier service complaints
  6. Consumer rights violations

No. Consumer complaints may be submitted to and actioned by ESCCOM free of charge.

Resolution times vary depending on the complexity of the matter; however, ESCCOM strives to process complaints as efficiently as possible.

Where appropriate and within its regulatory mandate, ESCCOM may direct corrective action or facilitate dispute resolution.

Licensing

Businesses and individuals providing regulated communications services may require a licence from ESCCOM.

Licence application forms and requirements are available on the ESCCOM website under the Licensing section.

Licence validity depends on the category of licence issued and applicable licensing conditions.

No. A licence cannot be transferred without the prior written approval of ESCCOM

Applications for renewal must be submitted before the licence expiry date in accordance with the conditions specified by ESCCOM.

Type Approval

Type Approval is the process through which communications equipment is assessed and approved for use in Eswatini to ensure compliance with technical and regulatory standards.

Most communications equipment, including mobile phones, routers, radio equipment and wireless devices, requires Type Approval before being imported, sold, or used in Eswatini.

Applications can be submitted through ESCCOM's online platform together with the required technical documentation.

The process normally takes up to 21 days, provided all required documents have been submitted.

Spectrum Management

Radio frequency spectrum is the invisible resource that enables wireless communications such as mobile phones, broadcasting, satellite services, and Wi-Fi.

To ensure efficient, fair, and interference-free use of frequencies for the benefit of all users and services.

Certain radio equipment may require licensing or authorization before use. Check with ESCCOM before operating such equipment.

Frequency licence application forms and requirements are available in the Spectrum Management section of the website.

Universal Access and Service Fund

The Universal Access and Service Fund (USOF) aims to ensure that all people in Eswatini, including those in underserved and rural areas, as well as those that are living with disabilities,  have access to affordable and quality communications services.

It promotes digital inclusion, access to information, education, healthcare, and economic opportunities.

General Questions

A list of licensed operators and service providers is available on the ESCCOM website.

All relevant legislation, regulations, guidelines, and consultation documents can be accessed in the Publications section of the website.

Current vacancies, internships, and procurement opportunities are published on the Careers and Opportunities section of the website.

Visit the News section of the website or follow ESCCOM's official social media platforms.