Electronic Communications Act, 2008
ACT 775
Consumer protection
Duty to carry out consumer research
26. (1) The Authority shall periodically ascertain public opinion on
the performance of service providers and network operators.
(2) The Authority shall
(a) publish the results of research that it carriers out or that is
carried out on its behalf on its website and in any other
manner that it considers appropriate to bring the results to
the attention of the public, and
(b) take account of the results of the research in performing its
functions.
Duty to consult consumers
27. (1) The Authority shall establish and maintain effective arrangements
for consultation with consumers on the performance of its functions.
(2) The Authority shall create a mechanism for dealing with complaints or concerns of consumers of telecommunication services and shall
bring the complaints or concerns to the attention of network operators
and service providers.
Duty to establish a Consumer Code
28. (1) The Authority shall, prepare a Consumer Code on its own or
in conjunction with the Industry Forum which shall include procedures
for
(a) reasonably meeting consumer requirements,
(b) the handling of customer complaints and disputes and for
the compensation of customers in case of a breach of the
Consumer Code, and
(c) the protection of consumer information.
(2) The Consumer Code may provide for
(a) the provision of information to customers on services, rates
and performance,
(b) the provision of technical support to customers and repair
of faults,
(c) advertisement of services, and
(d) customer charging, billing, collection and credit practices.
(3) The Consumer Code shall be published on the website of the
Authority.
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