FAQ

Consumers of telecom services – who are not satisfied with services rendered to them by their service providers, have the right to redress by lodging formal complaints.
Below are the procedures for lodging complaints. These procedures have been outlined in the form of frequently asked questions and answers.

What is the first thing I should do when I’m not satisfied with the services of my telecom service provider?
You should first contact the service provider whose services or products you are not happy or satisfied with.
Service Providers are mandated to have Complaints Forms which must be available to subscribers.
In a situation where the issue is not satisfactorily resolved by the service provider, you may call the Consumer & Corporate Affairs Division of the LTA to lodge your complaint.

What are the procedures involved in lodging a complaint with the LTA?
A dissatisfied consumer can lodge a complaint by:

  1. Completing a Consumer Complaint Form (CCF) which can be obtained from the LTA Website: www.lta.gov.lr or from any of the LTA offices listed below. The CCF must be completed and sent to the Consumer & Corporate Affairs Division of the LTA.
  2. Writing a letter to the LTA. This letter can either be handwritten or typed but must be legible, concise, not more than two (2) A4 pages and signed.
  3. Calling the LTA Complaint and Enquiry Unit on (+231)0777-011419 to lodge your complaint.
  4. Walking into any of the LTA offices to lodge your complaints.

It is compulsory that all SIM cards (also known locally as ‘chips’) are duly registered in Liberia. Registering your SIM card will provide us with the relevant information to help serve you better, develop the Industry and reduce SIM-related crimes. To be sure if your SIM card is duly registered, send a blank text to short code 400.

1. What is the law that backs SIM card registration?
The enabling law is the Subscriber Identification Module Registration, 2011, L.I. 2006, which provides for registration of existing SIM cards.

2. What is SIM card Registration?
The ACRONYM “SIM” means Subscriber Identity Module. SIM card registration is the process of recording and verifying mobile phone number(s) and personal information of a subscriber, by a communications service provider. Such information includes the subscriber’s photograph, name, and date of birth, gender, address (postal and/or physical address), e-mail address, if available, and details of valid identification documents of the subscriber. The process involves getting both new and existing phone subscribers to consensually provide their identification details to the network operators.

Consumers of telecom services – who are not satisfied with services rendered to them by their service providers, have the right to redress by lodging formal complaints.
Below are the procedures for lodging complaints. These procedures have been outlined in the form of frequently asked questions and answers.

What is the first thing I should do when I’m not satisfied with the services of my telecom service provider?
You should first contact the service provider whose services or products you are not happy or satisfied with.
Service Providers are mandated to have Complaints Forms which must be available to subscribers.
In a situation where the issue is not satisfactorily resolved by the service provider, you may call the Consumer & Corporate Affairs Division of the LTA to lodge your complaint.

What are the procedures involved in lodging a complaint with the LTA?
A dissatisfied consumer can lodge a complaint by:

  1. Completing a Consumer Complaint Form (CCF) which can be obtained from the LTA Website: www.lta.gov.lr or from any of the LTA offices listed below. The CCF must be completed and sent to the Consumer & Corporate Affairs Division of the LTA.
  2. Writing a letter to the LTA. This letter can either be handwritten or typed but must be legible, concise, not more than two (2) A4 pages and signed.
  3. Calling the LTA Complaint and Enquiry Unit on (+231)0777-011419 to lodge your complaint.
  4. Walking into any of the LTA offices to lodge your complaints.

It is compulsory that all SIM cards (also known locally as ‘chips’) are duly registered in Liberia. Registering your SIM card will provide us with the relevant information to help serve you better, develop the Industry and reduce SIM-related crimes. To be sure if your SIM card is duly registered, send a blank text to short code 400.

1. What is the law that backs SIM card registration?
The enabling law is the Subscriber Identification Module Registration, 2011, L.I. 2006, which provides for registration of existing SIM cards.

2. What is SIM card Registration?
The ACRONYM “SIM” means Subscriber Identity Module. SIM card registration is the process of recording and verifying mobile phone number(s) and personal information of a subscriber, by a communications service provider. Such information includes the subscriber’s photograph, name, and date of birth, gender, address (postal and/or physical address), e-mail address, if available, and details of valid identification documents of the subscriber. The process involves getting both new and existing phone subscribers to consensually provide their identification details to the network operators.

A license is legal document that grants you the authority to engage in a telecom business or to provide a telecom Service.

Licensing is a key component in the regulatory function of the LTA. It is the process by which LTA grants interested service providers permission to operate in the Liberian market under the laws of the Republic of Liberia.

There are two types of licenses namely: Class and Individual license.

An Individual License is a type of authorization in which the terms, conditions and obligations, scope and limitations are specific to the service being provided

A Class License is a type of general authorization in which the terms and conditions/obligations are common to all license holders

An individual or organization wishing to obtain a license must formally apply to the LTA indicating the kind of service(s) for which authorization is being sought.

An individual or organization wishing to obtain a license must formally apply to the LTA indicating the kind of service(s) for which authorization is being sought.

LTA is committed to resolving complaints promptly, and responding to customers as soon as possible.

The LTA process will take up to 7 days. LTA may extend these timeframes to help the dispute resolution process, if necessary. However, many complaints will be resolved at an earlier stage in the process, and take less time to complete.

A consumer can lodge a complaint by:

Filling the online complaint form on the LTA website or

Walk into our offices.

For enquiries about the Liberia Telecommunications Authority, kindly log on the LTA website on http://www.lta.gov.lr