Pretoria – The Independent Communications Authority of South Africa (ICASA / the Authority) is seeking written submissions in relation to the service codes 103, 104, 105, 106, 118, and 139 to be harmonised for COVID-19 national emergency services during the National State of Disaster.

The number will be assigned under the Department of Health and shall be returned to the Authority within nine (9) months after the termination of the National State of Disaster.

The Authority published a Notice on 15 April 2020 to harmonise and mandate the short code “111” for COVID-19 national emergency services, in line with the Numbering Plan Regulations. It was subsequently confirmed that the “111” short code is being used – incorrectly – by Vodacom for its customer care centres. Consequently, the National Department of Health advised that the COVID-19 health communications centres were inundated with calls made by Vodacom customers. It is through this consultation process that the Authority is withdrawing the ‘111’ short code and intends to replace it with a new emergency service number.

Following the publication of the Notice on 27 July 2020, the Authority has noted some media reports suggesting that ICASA accidentally assigned and harmonised the Vodacom customer care number for COVID-19 emergency services.

The Authority would like to categorically state that there was no error, neither was it accidental to assign the service code ‘111’ for COVID-19 national emergency.

The Numbering Regulations of 2016 harmonised short code ‘135’ for customer care services by all network operators; and this came into effect on the 24th of March 2018, after which the short code ‘111’ should have been decommissioned for customer care services. “However, this did not happen despite Vodacom confirming in writing that the new short codes, including the customer care service code, were running parallel with the legacy short codes to ensure seamless transition to the newly harmonised short codes within the specified implementation timeframe”, says ICASA Acting Chairperson, Adv. Dimakatso Qocha.

In order to address this matter adequately and without compromising our intentions of facilitating access to the COVID-19 communication centres by South Africans, we have decided to engage on an urgent consultation to harmonise a new number to the Department of Health

“We have therefore resolved to separately address Vodacom’s matter regarding the use of service code ‘111’ as provided for by the Numbering Plan Regulations”, concludes Adv. Qocha.
ENDS

For all media enquiries please contact:
Paseka Maleka
Tel : (012) 568 3455
Cell : 079 509 0702
Email : pmaleka@icasa.org.za