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Frequently Asked Questions

Universal Service and Access FundRef: COM/R/9PEN35MVZ7

Official source

Source domain: usaasa.org.za

Collected on 17 June 2026

Always confirm details on the official source before acting.

What this means

This document is a “Frequently Asked Questions” page for USAASA (the USAASA website). It provides guidance on how to report and escalate unresolved complaints for USAASA-funded Broadband and BDM (Broadcasting Digital Migration) projects, including contact details and expected resolution-time variability. It also includes advice on verifying legitimate “USAASA/Sentech” representatives and reporting scams, plus steps to escalate complaints if not resolved.

What this document offers

Read out of this document by Govermate's AI, in its own words. Each one quotes the line it came from — confirm on the official source before acting.

technical issue escalation opportunityOngoing

Escalate unresolved BDM set-top box issues

If your set-top box (STB) isn’t working after checking connections and power, and the Sentech call centre does not resolve it, you can escalate the issue to USAASA with your personal details and STB serial number.

Who it is for
residents with non-working STBs in BDM rollout areas
How to act on it
After contacting Sentech at 0860 736 832, escalate to USAASA using the online form at https://forms.office.com/r/9Pen35Mvz7 with your name, surname, ID number, and STB serial number
Show the line this came from
If unresolved, escalate to USAASA with your name, surname, ID number and STB serial number using this link: https://forms.office.com/r/9Pen35Mvz7
infrastructure fault escalation opportunityOngoing

Report a down USAASA-funded community Wi-Fi hotspot

If a community Wi-Fi hotspot funded by USAASA is not working, report it to the site operator (BBI call centre), and if unresolved within 72 hours, escalate to USAASA using an online form or email.

Who it is for
communities with down community Wi-Fi hotspots
How to act on it
Report to the BBI call centre first; if unresolved within 72 hours, escalate via the online form at https://forms.office.com/r/9Pen35Mvz7 or email complaints@usaasa.org.za
Show the line this came from
Report to the site operator (BBI call centre). Escalate to USAASA if unresolved within 72 hours via https://forms.office.com/r/9Pen35Mvz7 or USAASA email address: complaints@usaasa.org.za
public complaint submission opportunityOngoing

Report broadband connectivity issues

If you are experiencing poor network coverage or no internet in your area, you can report the issue through an online form, email, or phone hotline provided by USAASA.

Who it is for
households with poor broadband coverage
How to act on it
Submit a complaint via the online portal at https://forms.office.com/r/9Pen35Mvz7, email complaints@usaasa.org.za, or call the hotline at 011 234 8030
Show the line this came from
You can lodge a complaint via: • Online Portal: https://forms.office.com/r/9Pen35Mvz7 • Email Address: complaints@usaasa.org.za • Contact number/hotline: 011 234 8030
fraud reporting opportunityOngoing

Report scams involving USAASA or Sentech representatives

If you suspect a scam where someone claims to be a USAASA or Sentech representative and demands payment for a free decoder STB or installation, report it via phone, email, or SMS.

Who it is for
people receiving unsolicited calls claiming to be USAASA or Sentech representatives
How to act on it
Report scams to Sentech’s free hotline at 0800 213 144, email Sentech@ethics-line.com, or send an SMS to 32840
Show the line this came from
Report scams to the Sentech free call hotline number: 0800 213 144, Sentech@ethics-line.com or SMS – 32840 (applicable rates apply)
complaint escalation opportunityOngoing

Escalate any unresolved complaint to USAASA

If your previous complaint was not resolved, you can escalate it directly to USAASA using a dedicated online form or email address.

Who it is for
individuals who have submitted complaints that remain unresolved
How to act on it
Use the online form at https://forms.office.com/r/9Pen35Mvz7 or email complaints@usaasa.org.za to escalate unresolved complaints
Show the line this came from
Escalate via: https://forms.office.com/r/9Pen35Mvz7/complaints@usaasa.org.zat

Facts

Reference

COM/R/9PEN35MVZ7

Key Takeaways

  • USAASA FAQ page
  • Broadband: report poor coverage/no internet via online portal https://forms.office.com/r/9Pen35Mvz7, email complaints@usaasa.org.za, or hotline 011 234 8030
  • Broadband: if a USAASA-funded community Wi-Fi hotspot is down, report to site operator (BBI call centre) and escalate to USAASA if unresolved within 72 hours via https://forms.office.com/r/9Pen35Mvz7 or complaints@usaasa.org.za
  • BDM: STB not working—check antenna connections and power, contact Sentech call centre 0860 736 832, then escalate to USAASA with name, surname, ID number, and STB serial via https://forms.office.com/r/9Pen35Mvz7
  • BDM rollout delays: infrastructure gaps (electricity/towers), weather disruptions, supplier delays (STB shortages/logistics); track progress via Sentech 072 196 8368
  • Fraud/scams: no payment should be demanded for decoder STB and installation; report scams to Sentech hotline 0800 213 144, email Sentech@ethics-line.com, or SMS 32840
  • Escalation if complaint not resolved: use https://forms.office.com/r/9Pen35Mvz7/complaints@usaasa.org.zat (as written in text)
  • USAASA
  • USAF
  • Sentech
  • BBI call centre
  • Purebrown Design