Electronic and Postal Communications (Consumer Protection)  G.N. No. 427 (contd)  (a) (b) (c) consumers’ right to complain; licensee’s contacts; documentary evidence to support the complaints; (d) that the complaints process is free of charge (5) A licensee shall take appropriate measures to ensure that persons with physical disabilities or other special need groups are able to access the premises and complaint handling processes. (6) Where a consumer is not satisfied with a decision reached pursuant to a complaint, the licensee shall give the consumer the option of pursuing an identified escalation process by which the decision may be examined by a suitably qualified person in the licensee’s organization. (7) Where the consumer has already been provided with the benefit of the licensee’s escalation process and where there are no further escalation processes, the licensee shall inform the consumer accordingly. (8) In the event that a complaint has not been resolved to the consumer’s satisfaction as a result of any escalation process within sixty days of being communicated to the licensee, the licensee shall inform the consumer that he may refer the complaint to the Authority in the prescribed form specified in the Schedule to these Regulations. PART IV CUSTOMER CALL CENTRE AND WALK-IN CENTRE Requirements for establishing call centtre and walk-in centres 12.-(1) An electronic communications licensee shall be required to establish a call centre that is for accessible twenty four hours and free of charge as per quality of service parameters. (2) All communications licensees shall establish walk-in customer care centres to assist customers including facilities for disabled persons.   153