WASPA Complaints Procedure

When reporting to WASPA please include:

• The name of the wireless application service provider/number of the service
• Full names, address and contact details of the complainant
• Identification of the parts of Code of Conduct breached and detailed description of the actions that resulted in the breach

• The Secretariat will forward the complaint on to the member concerned, also stating which complaint procedure will be followed plus any additional information.
• The member has 5 working days to respond (and put into effect an appropriate remedy if possible)
• If satisfied the complaint has been adequately addressed then the complaint will be closed
• However, if the complaint has not been satisfied then complaint can be escalated
• If the member fails to respond, it is assumed they do not wish to respond and the complaint will be sent to an adjudicator
• The adjudicator carefully reviews the complaint, the response, the WASPA code of Conduct, as well as any other relevant material
• If it is decided there has been a breach of code, then further details are send to the member who is given the right to appeal within 5 working days.
• The adjudicator may impose certain sanctions such as any applicable fines must be paid within 5 working days.
• The secretariat will maintain a record of any complaints resolved through the formal procedure.