MANAGER: DISPUTE RESOLUTION & ENFORCEMENT

Key Performance Areas will include:

Regulatory Enforcement

Ensure the implementation and maintenance of an efficient and effective regulatory enforcement processes and procedures;

Enforce and impose compliance of license conditions by service providers for all types of services;

Impose penalties in line with the Communications Act, for breaches of the terms and conditions of the license or the service provider;

Enforce and impose compliance of license conditions by service providers for all types of services;

Conduct benchmarks and ensure that the Authority remains abreast of any legislation changes that might impact on the adjudication and enforcement framework;

Conduct research, analyse data and recommend improvements to the adjudication and enforcement framework;

Consumer Complaints and Licensee Dispute Adjudication

· Ensure the implementation of complaints handling mechanisms and requirements as per the Communications Act and regulations;

· Ensure the timely and accurate lodging of complaints and timeous Adjudication of cases not resolved within the set time;

· Ensure that deliberate action plans are created to deal with the outcomes of the Consumer Complaints report and ensure consumer protection initiatives:

· Check and ensure that Service Providers comply with the complaints handling provisions and standards;

· Manage and direct the adjudication of consumer complaints and licensee disputes in line with the provisions of the Act and relevant regulations;

· Identify consumer issues that may draw or require media attention or public education and collaborate with the Consumer Relations division to provide effective solutions;

Investigations of Regulatory Offences

Provide guidance and take a leading role in the investigation of alleged regulatory offences;

Manage and coordinate the process of issuance of summons for regulatory offences and liaise with the relevant division on this matter;

Liaise, engage and refer to law enforcement agencies to either take over or assist with more complex investigations;

Identify and refer all relevant matters for litigation to the relevant division and ensure that CRAN complies with the rules of the relevant court.

Human Resource Management and Administration

Sets goals for employees, determine the levels of performance required and correctly implement the performance management process;

Mentor, coach and provide on the job training and development opportunities;

Provide input to the annual report of the organisation in accordance with legal and constitutional requirements;

Monitor division operations on a regular basis to ensure that all relevant laws, regulations and policy frameworks are applied and adhered to;

Identify and evaluate the divisional risks and direct the implementation of mitigating measures on continual basis;

Develop and ensure the implementation of continuous improvement programmes to increase efficiencies throughout the division;