(10) The complaint handling processes shall be provided free of charge.
(11) Notwithstanding paragraph (10), where the investigation of the complaint
requires the retrieval of records more than twelve months old or the retrieval
results in any incremental expense or significant inconvenience to the licensee, a
licensee may impose a reasonable charge for the complaint handling processes.
(12) Any such charges shall be identified by the licensee, be agreed to by the
customer and referred to the Commission before being imposed.
(13) A licensee shall file, with the Commission, such information and statistics on
all complaints reported, including those resolved and those outstanding, on a
quarterly basis in the manner prescribed by the Commission from time to time.
8. Complaints by persons with disabilities.
(1) A licensee shall ensure that persons with disabilities can easily access its
complaint handling processes.
(2) A licensee shall provide reasonable assistance to a customer who specifically
requests for assistance when lodging complaints.
(3) A licensee shall take such measures as may be prescribed by the Commission
to ensure that the requirements and interests of disabled customers are fully
addressed.
(4) A licensee shall fulfill any specific obligations that relate to special services or
special arrangements for customers with disabilities that the Commission may
from time to time impose.
9. Protection of children.
(1) A licensee shall establish mechanisms that enable parents
and legal guardians to block access of children to harmful content.
(2) A licensee who owns promotes, glamorizes or markets alcohol and tobacco
products or other harmful substances that are directed at children commits an
offence.
10. Information for customers.
(1) A licensee shall provide a clear and understandable description of available