A 326
2003 No. 19
Communications
prepared by such industry body shall be subject to the prior approval of and
ratification by the Commission.
(2) Without prejudice to the provisions of subsection (1) of this section, the
Commission may require licensees to prepare individual consumer code for their
respective customers and such consumer code shall be subject to the prior approval
of and ratification by the Commission.
(3) A consumer code prepared by a consumer forum, the Commission or
licensees shall include model procedures for :
(a) reasonably meeting consumer requirements ;
(b) the handling of customer complaints and disputes including an
inexpensive arbitration process other than a court, and procedures for the
compensation of customers in case of a breach of a consumer code ; and
(c) the protection of consumer information.
(4) Other matters which the consumer code shall address include but are
not limited to :
(a) further recourse available to a consumer who is dissatisfied with the
licensee’s complaints-handling procedures together with specific details of
compensation and refund schemes offered by licensee to its customers ;
(b) the provision of information to customers regarding services, rates and
performance ;
(c) the provisioning and fault repair of services ;
(d) the advertising or representation of services ;
(e) customer charging, billing, collection and credit practices ; and
(f) any other matter which, in the opinion of the Commission, may be of
concern to consumers.
(5) After the preparation of a consumer code and subsequent ratification by the
Commission, the consumer code shall be published by the licensee and the Commission
and notice of it shall be advertised in at least one national daily newspaper.
(6) A consumer code prepared pursuant to this Chapter shall be subject to
annual review and ratification by the Commission prior to publication by the
licensee and the Commission.
PART II—REQUIRED APPLICATIONS SERVICES
Required
applications
servives.
107.—(1) For the purposes of this Chapter, the Commission may determine
a list of required applications services.
(2) The list referred to in subsection (1) of this section may include but is
not limited to :
(a) emergency services (including access to controlled network facilities
and network services for the purposes of providing emergency services) ;
(b) directory assistance services (including access to controlled network
facilities, network services and relevant databases) ;