Electronic and Postal Communications (Consumer Protection)  G.N. No. 427 (contd)  products and services and such information shall be provided free and shall include the following(a) current product and services arrangements, including rates, terms and conditions for all services offered to the public, shall be readily available in printed and electronic formats at all retail outlets where the licensees’ services are sold. (b) products and services which are subject to tariff regulation by the Authority shall be available in printed and electronic formats; (c) licensees shall supply, or make available on request, a copy of the contract or agreement for the provision of services, and such contracts shall be written in plain and clear English and Kiswahili languages; (d) where services provided by a third party are required in order to effectively utilize the services of the licensee, the consumer shall be sufficiently informed of such requirements or service dependencies; (e) the quality of services offered, service delivery time and any service areas covered (f) any compensation, refund or other arrangements which may be applied where the contract is breached or quality service parameters are not met, along with the procedures and methods for resolving disputes in respect of the service contract; (g) fully responsible for the effective performance of the entire services including service support, maintenance, complaints handling, dispute resolution and other administrative requirements; (h) where services are subject to upgrade or migration options, clear and complete   147