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How can I file a complaint with the Authority?

• Use the ICTA's on-line Complaints Form at www.icta.ky to send it electronically OR
• Download, or collect from the Authority, a printed version of the Complaints Form, complete it, and either:
  • Send or hand deliver the competed Form to the Complaints Officer, Alissta Towers 3rd fl. 85 North Sound Rd. PO Box 2502 GT Grand Cayman OR
  • Fax the completed Form to (345) 946-8284.

What kind of information does the ICTA need to pursue my complaint?

• Your full name along with a phone number and email or postal address (include physical address if it would assist us in understanding your complaint).
• Brief description of your complaint.
• Identify the telecom, radio or television station involved by name.
• Provide the date, time and name of any program, individual, advertisement, technical, or customer services related issue that prompted you to write.
• If the complaint was submitted to the licensed company, please provide us the response given by the company, if any.

Anonymous Complaints

• The Authority does not pursue anonymous complaints. You must provide your full name and an email or postal address where you can be contacted.
• Licensees have the right to know the allegations against them and the identity of the complainant.

Complaints and Privacy

• The practice of the Authority is to place all correspondence related to a complaint on a publicly-accessible file.
• You may decline to have your correspondence placed on a publicly-accessible file. This should be indicated in your complaint, together with the reason for your request.

What happens to a complaint?

• You should receive a response from the Authority within 10 working days, even if it is just to let you know that your complaint has been received.
• The Authority will generally ask the company involved to address the consumer's concerns before the Authority reaches any conclusions. Companies are given thirty days to respond and must respond directly to the consumer, with a copy to the ICTA.
• The Authority will review your concerns and the company's response in light of its policies and regulations to determine if follow-up action is necessary.
• If the company has not responded within 30 business days, the Authority will send the company a written reminder as the licensee will be in breach of its licence.