Complaints & Help
BOCRA investigates independently between consumers and licensed providers. Free, impartial, and no login required to file.
Before you start
- Contact your provider first: they have 5 business days to respond before you can escalate to BOCRA.
- Keep records: dates, screenshots, reference numbers, and any written responses from your provider.
- For phishing, SIM swap, or ransomware: use cyber incident reporting, not the standard complaint route.
- Filing a complaint with BOCRA is free. No login required to submit.
What do you need?
Know your rights
Understand your entitlements before contacting your provider or filing a complaint.
Check service quality
Compare your provider's measured performance against BOCRA's published benchmarks.
File a complaint
Free and independent. BOCRA investigates complaints against any licensed communications or postal provider. No login required.
File a complaintTrack a complaint
Enter your reference number to check status and read the latest update.
Report a cyber incident
Separate routePhishing, SIM swap, ransomware, data breaches: this uses a different form and workflow.
Complaint resolution process
Contact your provider first
They must respond within 5 business days. Keep any reference number or confirmation they give you.
Submit to BOCRA
File online, by phone (+267 368 0000), or by email. No login required. Attach any evidence.
Receive your reference number
BOCRA assigns a reference (e.g. BOCRA-CMP-2024-XXXXX) within 3 business days. Use it to track progress.
BOCRA investigates
We contact the provider, review evidence, and work toward resolution within 21 business days.
Resolution or closure
BOCRA issues a determination. You may appeal to the Consumer Affairs Committee within 30 days.
What BOCRA can help with
We can help with
- Billing disputes and unauthorised charges
- Network coverage and service quality failures
- Contract disputes and unfair cancellation fees
- Number portability refusal or delays
- Consumer rights violations by licensed operators
- Postal and courier service failures by licensed providers
- Cyber incidents involving licensed communications operators
Outside our remit
- Disputes with businesses not licensed by BOCRA
- Criminal matters: report to Botswana Police
- Product warranties: contact Consumer Affairs
- General online scams not involving a licensed provider
- Civil or commercial contract disputes between businesses
- TV or radio content complaints (separate broadcasting route)
What to have ready before you file
Provider reference number
Any ticket or complaint number they gave you when you first contacted them.
Dates and timeline
When the issue started, when you contacted the provider, and any key events since.
Correspondence
Emails, screenshots of SMS, chat logs, or letters from your provider.
Your account details
Phone number, account number, or service address linked to the affected service.
Expected timelines
5 business days
Provider response
From when you first contact your provider
3 business days
BOCRA acknowledgement
From when BOCRA receives your complaint
21 business days
Investigation & resolution
From receipt of a complete complaint
30 days
Appeal period
From the date of the resolution notice
Cyber incident reporting
This is a separate process
Cyber incidents use a different form and workflow from standard complaints. Use this route for phishing, SIM swap, ransomware, data breaches, and account takeovers.
If you are under attack right now, do this first:
- 1Change all affected passwords immediately
- 2Contact your bank if financial fraud is suspected
- 3Report SIM swap to your mobile provider urgently
- 4Document everything: screenshots, emails, messages
- 5Do not transfer money or share further details with the attacker
Common questions
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