Customer Service
BoMRA is committed to maintaining open, transparent, and accessible regulatory systems
Overview
BoMRA is committed to maintaining open, transparent, and accessible regulatory systems that promote public trust, accountability, and informed stakeholder engagement. The Authority ensures that stakeholders have timely access to accurate, relevant, and reliable information, supported by clear communication channels and structured service delivery frameworks. This commitment is guided by BoMRA’s Customer Service Charter, Communication Policy, and governance standards, which promote openness, responsiveness, and continuous improvement.
BOCRA regulates telecommunications services in Botswana to ensure fair competition, affordable services, and universal access. The Authority monitors quality of service, approves tariffs, manages spectrum, and oversees interconnection agreements between operators.
Access to Information
BoMRA provides public access to key regulatory and institutional information to support transparency and informed decision-making.Information is made available through structured platforms including the BoMRA website and digital communication channels, ensuring accessibility and ease of use.
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Information Includes:
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- Regulatory policies
- Guidelines
- Procedures
- Application requirements
- Service standards
- Public registers
- Alerts
- regulatory decisions
- Forms
- Operational documents
Quality Service
BoMRA delivers services in accordance with clearly defined service standards and timelines as set out in the Customer Service Charter.
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This is Acheived Through :
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- Timely and professional handling of customer inquiries
- Adherence to defined service turnaround times
- Consistent delivery of services across all functions
- Continuous monitoring of performance and service quality
Communication and Engagement
BoMRA maintains structured and responsive communication with stakeholders to ensure clarity, accessibility, and engagement. Our Communication is:Â Open, accurate, and timely Delivered through multiple channels including website, email, telephone, and social media Designed to enable meaningful stakeholder engagement and participation
The Authority adopts a coordinated communication approach guided by its corporate communication strategy, ensuring consistency across all platforms and stakeholders.
Feedback and Complaints Management
BoMRA operates a structured and transparent system for managing customer feedback and complaints.
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Key features Include:
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- Multiple channels for submission (website, email, phone, in-person, social media)
- Registration and tracking of complaints for accountability
- Timely investigation and resolution of issues
- Communication of outcomes to stakeholders