236
CAP. 411A
[Subsidiary]
Provision of services
and sale if ICT
terminal equipment.
Kenya Information and Communications
[Rev. 2011
(2) The Commission may from time to time publish guidelines relating
to the customer care systems that the licensee may establish.
6. (1) A vendor shall provide all pertinent information on the equipment
it offers for sale, including among others, the type-approval or type acceptance
status and whether or not such equipment is new or used, to prospective buyers
in a clear and unambiguous manner.
(2) A vendor shall honour all agreements entered into with a buyer,
through the sale of terminal equipment and shall ensure that such equipment is
in proper working order at the time of sale.
(3) A vendor shall ensure that its advertisements relating to the goods
regulated under the Act are unambiguous and factual.
Complaint handling
procedures of
licensees.
7. (1) A licensee shall provide easily understood information about
its complaint handling processes in various media and formats, including as
specifically directed by the Commission from time to time.
(2) A customer who wishes to lodge a complaint shall reduce the
complaint in writing and lodge it within six months from the date of the incident
that the complaint arises from.
it.
(3) A licensee shall acknowledge the receipt of a complaint filed with
(4) A licensee shall where possible, advise a customer at the time of
making the complaint on the expected action, timing for investigation and
resolution of the complaint and in the event that the service provider regards
the complaint as frivolous or vexatious, the consumer shall be informed
accordingly.
(5) A licensee shall resolve all complaints made by its customers within
a reasonable time.
(6) A licensee shall put in place a process to provide customer with
sufficient information and the means to inquire on the progress of complaints
and the processes may include complaint reference numbers or other identifiers
in order to facilitate timely and accurate responses to subsequent inquiries by
customers.
(7) A licensee shall inform the customer of the outcome of the
investigation of their complaint, and any decision of the licensee.
(8) Where a customer is not satisfied with a decision made on a complaint,
the licensee shall give the customer the option of pursuing an identified
escalation process, where the decision may be examined by a suitably qualified
person in the licensee’s organisation.
(9) Where the consumer has already gone through the licensee’s
escalation process and the complaint has not been resolved to the consumer’s
satisfaction, the customer may refer the complaint to the Commission.