IN EXERCISE of the powers conferred by sections 27, 38, 39, 46K, 66 and 83R of
the Kenya Information and Communications Act, 1998, the Minister for
Information and Communications, in consultation with the Communications
Commission of Kenya, makes the following Regulations:—
1. Citation.
These Regulations may be cited as the Kenya Information and Communications
(Consumer Protection) Regulations, 2010.
2. Interpretation. Cap. 265.
In these Regulations, unless the context otherwise requires—
“child” means any human being under the age of eighteen years;
“commercial code of practice” means the principles, values, standards or rules that
guide or govern the decisions, procedures and systems of an organization in a way
that contributes to the welfare of its key stakeholders, and respects the rights of all
constituents affected by its operations;
“complaint” means any statement of dissatisfaction with the services of a licensee
made by a customer;
“customer” means any person who uses the services or purchases the products of a
particular licensee or vendor, without necessarily being a subscriber to that
licensee or vendor;
“disability” means a physical, sensory, mental or other impairment, including any
visual, hearing, learning or physical incapability, which impacts adversely on
social, economic or environmental participation;
“licensee” means a person licensed under the Act;
“outage credit” means a credit to be paid to a subscriber for a period of time when
the service is not operating for reasons not caused by the subscriber;
“subscriber” means any person who purchases a communications service or agrees

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