The Independent Communications Authority of South Africa (ICASA) is facing growing demands from the Internet Service Providers’ Association (ISPA) to tighten regulations against the misuse of mobile phone numbers by call centres.
These practices not only violate existing regulations but also distort competition within the telecommunications sector, ISPA said in a statement.
ICASA is responsible for overseeing the lawful allocation and use of phone numbers in South Africa under the Numbering Plan Regulations of 2016. However, ISPA’s regulatory advisor, Dominic Cull, warns that call centres are increasingly using mobile numbers for outbound calls, an approach designed to increase response rates as consumers are more likely to answer calls from mobile numbers.
Manipulative practices and deceptive tactics
“Firm action must be taken to prevent the unlawful use of mobile number ranges, particularly the older 082, 083, 072, and 073 numbers that appear more credible,” Cull stated. He explained that legitimate cold calls are frequently ignored, prompting call centres to turn to mobile numbers to enhance engagement.
ICASA’s regulations prohibit the use of mobile numbers from fixed premises, considering them a valuable national resource. “Like spectrum, numbers need to be protected to maintain the integrity of the national numbering plan,” Cull emphasised.
Fraudulent caller line identity and prepaid SIM exploitation
Call centres employ various tactics to circumvent regulations. Some exploit relationships with mobile network operators to access mobile numbers for cold calling, while others engage in deception, using spoofed mobile numbers that cannot be traced or returned.
Others rely on prepaid mobile SIM cards with unlimited calling bundles. Once flagged for excessive use under a mobile operator’s Fair Usage Policy, they simply replace the SIM, enabling operations to continue uninterrupted. Such practices not only frustrate consumers but also damage the credibility of legitimate businesses striving to maintain ethical standards.
Regulatory bodies must act swiftly
ISPA commends the Information Regulator’s efforts to combat spam and acknowledges the National Consumer Commission’s initiative to establish an opt-out database. However, it stresses that ICASA must enforce existing regulations in alignment with the Protection of Personal Information Act (POPIA).
Since 2022, ISPA has provided ICASA with evidence of widespread mobile Caller Line Identity (CLI) abuse. Despite ongoing discussions between ICASA and mobile operators, spam calls from mobile numbers continue to surge.
“ICASA must act now to stamp out the abuse of mobile numbers and end the high levels of voice call spam endured by South Africans,” Cull urged. Decisive regulatory action is essential to safeguard consumers and ensure fair practices across the telecommunications sector.
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