Complaints about mobile networks in South Africa rise in 2025

Complaints about mobile networks in South Africa have surged, with the National Consumer Commission (NCC) confirming 946 grievances lodged during the 2025 financial year. From Telkom complaints to Vodacom complaints, and from MTN complaints to Cell C complaints, the report shows where operators are struggling to keep customers satisfied.

NCC report highlights mobile consumer dissatisfaction

The NCC presented its findings before the Portfolio Committee on Trade, Industry, and Competition on 17 September 2025. It showed that Telkom recorded the highest proportion of complaints relative to its subscriber base, even though Vodacom received the largest number of complaints overall.

This detailed report highlights consumer frustrations with South Africa’s four major mobile operators and points to systemic challenges in the industry.

Telkom complaints lead in proportion to subscribers

While Vodacom received more complaints overall, Telkom complaints stand out when measured as a proportion of its total subscriber base. With 264 complaints across 23.1 million subscribers, Telkom’s complaint ratio reached 0.0011%.

This indicates that Telkom customers are proportionally more dissatisfied than those on other networks. Issues reported include unjust billing, cancellation penalties, and poor service recovery after account termination.

Vodacom complaints remain the highest in number

Vodacom, South Africa’s largest mobile operator, accounted for 346 complaints in the 2025 financial year. Although Vodacom complaints were higher in absolute numbers than any other operator, they represented only 0.00075% of its subscriber base of nearly 46 million.

Analysts note that Vodacom’s large market share means a higher number of grievances is expected. Still, the operator faces pressure to address consumer frustrations, particularly around continued billing after cancellation and misleading promotions.

MTN complaints show lower proportion despite large base

With 252 reported cases, MTN complaints were the third highest in the industry. MTN has 39.2 million subscribers, and its complaint ratio stood at 0.00064%, the lowest among the four major operators.

Despite this relatively low percentage, customer issues like non-delivery of services after upfront payments and contract disputes remain prominent. The NCC says MTN must take proactive steps to address these concerns before they escalate.

Cell C complaints affected by smaller base

Cell C complaints totaled 84 in the 2025 financial year. With an estimated subscriber base of around 8 million (excluding MVNO HLR figures), this equates to 0.00105% of its customer base.

Although the numbers are smaller, the ratio places Cell C closer to Telkom in terms of proportional dissatisfaction. Many of the grievances involved fraudulent contracts, delays in refunds, and unlawful blacklisting.

Comparing operators: Complaints in proportion

The NCC’s findings allow for a clearer comparison of complaint ratios across operators:

• Telkom complaints: 264 (0.0011% of subscribers)

• Cell C complaints: 84 (0.00105% of subscribers)

• Vodacom complaints: 346 (0.00075% of subscribers)

• MTN complaints: 252 (0.00064% of subscribers)

This breakdown shows that while Vodacom leads in the total number of complaints, Telkom and Cell C are proportionally worse off when subscriber numbers are taken into account.

Common complaints across networks

The NCC report revealed recurring issues across all operators:

• Cancellation penalties that consumers view as unfair

• Continued billing after service cancellation

• Unjust billing practices and disputed charges

• Misleading advertising and fraudulent contracts

• Delayed refunds and slow processing of repairs

• Non-delivery of goods or services despite upfront payments

• Cases of unlawful blacklisting

These concerns indicate a broader problem in the industry, beyond isolated cases tied to specific networks.

NCC takes steps to curb spam and direct marketing abuse

Beyond complaints about operators themselves, the NCC is also tackling spam calls and abusive direct marketing practices. Acting commissioner Hardin Ratshisusu announced the creation of a national opt-out register, which will give consumers the right to block unsolicited calls and messages.

The new register, set for rollout in the 2026 financial year, will require direct marketers to cleanse their contact lists and respect consumer choices. This comes after other external registers failed to curb spam effectively.

Why complaint ratios matter more than numbers

Experts argue that proportional complaint ratios are more telling than raw complaint numbers. For example, although Vodacom complaints were the highest in absolute terms, its massive subscriber base reduces the impact percentage-wise.

On the other hand, Telkom complaints highlight a concerning pattern since they represent a larger share of its smaller customer pool. This ratio-driven analysis helps regulators and consumers understand where service quality may be lagging.

Consumer rights and industry accountability

The growing complaints about mobile networks in South Africa reflect rising consumer awareness of rights and the availability of formal complaint channels. The NCC stresses that all operators are legally required to resolve disputes fairly and within reasonable timeframes.

With South Africans relying heavily on mobile services for work, education, and daily communication, ensuring fair treatment from operators has become a national priority.

Looking ahead: What this means for mobile users

As the Department of Trade, Industry, and Competition develops stronger regulations, mobile subscribers can expect greater protection against unfair practices. The new opt-out registry and closer monitoring by the NCC aim to reduce both billing disputes and marketing abuse.

For now, consumers are urged to:

• Keep records of all transactions and communications with networks.

• Report unresolved issues to the NCC promptly.

• Use official complaint channels rather than relying solely on social media.

Conclusion: A wake-up call for operators

The rise in complaints about mobile networks in South Africa serves as a warning to Telkom, Vodacom, MTN, and Cell C that service delivery and consumer fairness must improve. While Telkom complaints show the highest dissatisfaction proportionally, Vodacom complaints, MTN complaints, and Cell C complaints also highlight persistent weaknesses across the sector.

With regulators stepping up oversight and consumers demanding accountability, South Africa’s mobile operators will need to act quickly to rebuild trust, improve service quality, and reduce complaint volumes in the years ahead.