234
CAP. 411A
Kenya Information and Communications
[Rev. 2011
[Subsidiary]
L.N. 54/2010.
Citation.
Interpretation.
Cap. 265.
THE KENYA INFORMATION AND COMMUNICATIONS
(CONSUMER PROTECTION) REGULATIONS, 2010
1. These Regulations may be cited as the Kenya Information and
Communications (Consumer Protection) Regulations, 2010.
2. In these Regulations, unless the context otherwise requires—
“child” means any human being under the age of eighteen years;
“commercial code of practice” means the principles, values, standards
or rules that guide or govern the decisions, procedures and systems of an
organization in a way that contributes to the welfare of its key stakeholders,
and respects the rights of all constituents affected by its operations;
“complaint” means any statement of dissatisfaction with the services of
a licensee made by a customer;
“customer” means any person who uses the services or purchases the
products of a particular licensee or vendor, without necessarily being a subscriber
to that licensee or vendor;
“disability” means a physical, sensory, mental or other impairment,
including any visual, hearing, learning or physical incapability, which impacts
adversely on social, economic or environmental participation;
“licensee” means a person licensed under the Act;
“outage credit” means a credit to be paid to a subscriber for a period
of time when the service is not operating for reasons not caused by the
subscriber;
“subscriber” means any person who purchases a communications service
or agrees to receive and pay for the service from a licensee through a subscriber
service agreement;
“subscriber service agreement” means an agreement entered into by
a licensee and subscriber for the provision of the licensed services to the
subscriber;
“vendor” means a person who carries out the business of selling, reselling
or distributing ICT terminal equipment used for the provision of licensed
services.
Rights and
obligations of
customers.
3. (1) A customer shall have the right to—
(a) receive clear and complete information about rates, terms and
conditions for available and proposed products and services;
(b) be charged only for the products and services they subscribe to;