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FAQs - Frequently Asked Questions

  1. What is ESCCOM?

  2. 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.

  3. What does ESCCOM do?

  4. ESCCOM regulates the electronic communications, broadcasting and postal industries in the public interest. Its key functions are to:

    1. Make regulations and policies that govern electronic communications, broadcasting, and postal industries
    2. Issue licenses to providers of electronic communications services, broadcasters and postal services
    3. Monitor the environment and enforce compliance with rules, regulations and policies
    4. Hear and decide on disputes and complaints brought by the industry or members of the public against licensees
    5. Plan, control and manage the frequency spectrum
    6. Protect consumers from unfair business practices, poor quality services and harmful or inferior products
  5. What is the difference between a licensee and a service provider?

    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
  6. How calls are charged?

  7. 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.

  8. With the Launch and Introduction of VELA, the Subscriber Registration, what role are operators expected to play?

    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
  9. Compliance is mainly to assist services providers to conform to rules and regulations thus it is important that they comply with their license requirements. How does SCCOM ensure that Service Providers comply with their license requirements?

    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
  10. Does registration of a SIM Card attract a fee?

    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

Contact Us

  • Sibekelo Building, Fourth Floor North Wing, Mbabane, Eswatini
  • PO Box 7811, Mbabane, H100, Eswatini
  • +268 2406 7000