Communication in Eswatini

Mobile communication is the main everyday channel in Eswatini. The country has three licensed mobile companies: Eswatini Mobile, EPTC and MTN. In financial year 2023/24, mobile subscriptions reached 1,576,465, mobile-network coverage reached 98%, and mobile-broadband subscriptions reached 1,473,487. Fixed-line subscriptions were much lower at 24,066, so a mobile number is often the most practical way to contact a person, company or public institution. A mobile connection can support calls, SMS, data services and many online transactions, but service quality and availability still vary by location, device and provider. All SIM cards must be registered. A national customer generally uses an identity document, while a foreign customer uses a valid passport or Eswatini identity document. A company or other legal entity may need proof of representation and registration. Relevant communication devices may also require IMEI checks and type approval through the Eswatini Communications Commission, known as ESCCOM. Check the current provider requirements before buying or transferring a SIM card because documentation and verification procedures can change. ESCCOM regulates licensing, service quality, numbering, consumer protection, postal and courier services, data protection and cybersecurity. The Directorate of Communications develops policy and regulatory advice for broadcasting, internet, postal services, telecommunications, electronic commerce and electronic communications. EPTC provides state communication, logistics and financial services. These bodies have different roles, so a service problem should normally go first to the company that supplied the service and then to the responsible regulator when the matter remains unresolved. Indicative 2024 ICT indicators placed a local mobile call at about USD 0.07 per minute, an SMS at about USD 0.02 and 1 GB of data at about USD 5.82. Actual prices depend on the provider, package, taxes and current promotions, so verify the tariff before purchase. Users have rights to information about quality, support, prices, tariffs, contract duration and cancellation. They also have rights to choose a service, receive clear billing, obtain a remedy, protect their privacy and retain emergency access. A contract or service change can generally be cancelled within a maximum of 90 days after signing under ESCCOM consumer-protection rules, subject to the applicable terms. Emergency number 112 provides access to police, ambulance, traffic and fire-brigade services. Voice, SMS, data and GPS support is used where technically possible, and the service operates 24 hours a day. Calls should be accepted in less than 30 seconds. Emergency access can remain available even when a normal service is suspended or a SIM or device has a soft lock. Give the location, type of emergency and a call-back number as clearly as possible. Eswatini Post is the only licensed designated postal company and operates 37 outlets with more than 41,000 post boxes. About 99% of postal delivery takes place through post boxes or collection at a post office, while about 1% reaches a home or business address directly. Postal delivery does not cover about 32.73% of the population. Door-to-door services, courier delivery, tracking and SMS or app notifications can provide alternatives when direct delivery or faster confirmation is needed. The national addressing and postcode system remains a development project. Some post offices provide internet access, but coverage is limited: about 36% of permanent post offices have internet and about 15% provide public internet. Courier companies need a licence, and ESCCOM authorises designated postal companies and commercial courier providers. Approved quality standards can be audited. Report poor courier performance to the provider within one month. A provider can be responsible for loss, damage or theft until delivery, subject to the applicable service terms and liability limits. Check the provider's current licence status, delivery area, tracking method, compensation terms and price before sending valuable or time-sensitive items. Electronic Communications Transactions legislation recognises data messages, email, SMS, electronic records, electronic signatures and electronic government services. Public institutions may issue or accept electronic documents, but they are not generally required to use an electronic channel for every service. online.gov.sz offers services such as company-name searches and reservations, company registration and trading or liquor licences. gov.sz provides information and services covering life events, passports and permits, tax and company matters. Physical or telephone contact may still be required where a service is not fully digital or internet access is limited. EPTC operates a National Contact Centre, and Eswatini Post provides WhatsApp mailbox payment through 78084000 and customer care at 800 2100. English and siSwati are the official communication languages. A message should match the recipient's language ability, especially when it concerns a contract, official form, health matter or complaint. Legal and official document text in the original language determines the meaning, so obtain clarification before signing or relying on a translation. Courtesy and genuine complaints are expected in consumer communication, but these expectations do not replace a provider's duty to give clear information and a fair complaint process. Communication access includes availability, affordability, accessibility and non-discrimination by location, gender or disability. Universal Service and Access Fund programmes can support people with disabilities, older people, social-grant recipients, schools, higher-education institutions, government hospitals and public health facilities. Projects have included a Disability Support Centre, sign-language and Braille documents, assistive devices and digital access to government grants. Eswatini Sign Language communication depends on visual attention, eye contact and orderly turn-taking. No general rule requires every public institution to provide an interpreter immediately, so request an accessible alternative such as writing, SMS, online communication or support from a companion when needed. A complaint normally starts with the service provider. Internal handling should be free, accessible and appropriate, with a target or required resolution within five days. If the response is unsatisfactory, the customer can use the ESCCOM complaint form or alternative dispute resolution process; an ESCCOM complaint is free. Recent complaint patterns include billing, contract disputes, service interruption, unsolicited promotions and automated subscriptions. In financial year 2024/25, reported complaint categories were billing at 30%, contract disputes at 26%, broadcasting at 15%, cybercrime at 11%, other matters at 11% and service interruption at 7%. Keep the contract, receipts, account numbers, messages, dates and previous complaint reference when escalating a case. The Data Protection Act 2022 gives people rights to access personal data, prove their identity, request correction or deletion, complain and seek judicial remedies. ESCCOM acts as the National Data Protection Agency. A company or institution collecting personal data should explain the purpose, whether the information is required, who may receive it and which rights apply. People may object to direct marketing at any time. A correction request should receive its result within 14 days. Share only the information needed for the stated service and use a provider's opt-out process or ESCCOM channels for unwanted electronic messages. Online communication also creates scam, fraud and cybercrime risks. Eswatini's National Cybersecurity Strategy covers 2022 to 2027, and ESCCOM coordinates cybersecurity work with the police, ministries and communication companies while a proposed National Cybersecurity Authority remains a developing institutional arrangement. Children, women and older people are identified as groups needing particular protection, and Child Online Safety Guidelines are available. Do not disclose passwords, one-time codes or identity documents through an unverified message. Confirm payment requests and official contacts through an independent channel. A workable communication plan in Eswatini often combines mobile contact with a second channel. Use a call or SMS for urgent coordination, email or an online service when a searchable record is useful, a post box or courier when a physical document is required, and an in-person visit when identity checks or incomplete digital access prevent remote completion. Confirm current tariffs, provider coverage, office hours, service availability and contact details before relying on them.