Electronic and Postal Communications (Consumer Protection)
G.N. No. 427 (contd)
(b)
(c)
Consumer
obligations
discriminatory;
be accompanied by appropriate warning to the
consumer in advance of any resulting service
interruption or disconnection; and
confine any service interruption or
disconnection to the services concerned, as
far as technically feasible.
10.-(1) A consumer shall be bound by a licensee’s
terms and conditions of service on return of a signed service
agreement; provided that the said terms are clearly and fully
outlined in a manner and in one of the official languages of
the United Republic that he comprehends with no ambiguity
or hidden facts whatsoever.
(2) Any person who owns or intends to use a
detachable SIM card or built-in SIM card mobile telephone
shall be obliged to register the SIM card or built in SIM card
mobile telephone with their respective application service
licensees, operators or authorized distributors, agents or
dealers.
PART III
COMPLAINTS HANDLING
Licensee
complaints
handling
process
11.-(1) A licensee shall provide information to
consumers about how to handle its complaints processes in
various media and formats, as may be specifically directed
by the Authority from time to time.
(2) The process of handling a complaints in various
media and their formats shall be determined by the Authority
from time to time.
(3) A licensee shall be required to(a)
establish and maintain complaint procedures;
(b)
keep record and report of complaints handled;
(4) Complaints handling processes shall include
information on the following152