Rev. 2011]
Kenya Information and Communications
CAP. 411A
(c) where possible, select a service provider and service of the
customer’s choice;
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[Subsidiary]
(d) personal privacy and protection against unauthorized use of
personal information;
(e) accurate and understandable bills for products and services
authorised by the customer, and to fair prompt redress in the event
of a dispute in the provision of the products and services;
(f) protection from unfair trade practices, including false and misleading
advertising and anti-competitive behaviour by licensees; and
(g) equal opportunity for access to the same type and quality of service
as other customers in the same area at substantially the same tariff
limiting variations to available or appropriate technologies required
to serve specific customers.
(2) A consumer shall—
(a) use communications systems and services in the appropriate
manner, without abusing them;
(b) familiarize with and honour their obligations under any contract
entered into with a product supplier or service provider;
(c) make reasonable decisions in exercising their right of choice;
and
(d) familiarize with and abide by any safety or security requirements
pertaining to the use of communications systems and services.
4. (1) A service provider shall take appropriate technical and organizational Safeguards.
measures to safeguard the security of its services.
(2) Where there is a particular risk of a breach of the security of the
network, a licensee shall—
(a) inform the subscribers of the risk; and
(b) where the risk lies outside the scope of the measures that may
be taken by the licensee, of any possible remedies, including an
indication of the likely costs involved.
5. (1) A licensee shall, within the period specified in its licence or by the Customer care
Commission, establish a customer care system within which customers can make system.
inquiries and complaints concerning its services in such format and containing
such details as may be required by the Commission within the time prescribed
in the licence or within a reasonable time after the grant of a licence, or as
may be specified by the Commission and be available upon commencement of
provision of service to the public.