Rev. 2011]
Kenya Information and Communications
CAP. 411A
237
[Subsidiary]
(10) The complaint handling processes shall be provided free of
charge.
(11) Notwithstanding paragraph (10), where the investigation of the
complaint requires the retrieval of records more than twelve months old or
the retrieval results in any incremental expense or significant inconvenience
to the licensee, a licensee may impose a reasonable charge for the complaint
handling processes.
(12) Any such charges shall be identified by the licensee, be agreed to by
the customer and referred to the Commission before being imposed.
(13) A licensee shall file, with the Commission, such information
and statistics on all complaints reported, including those resolved and those
outstanding, on a quarterly basis in the manner prescribed by the Commission
from time to time.
8. (1) A licensee shall ensure that persons with disabilities can easily
access its complaint handling processes.
(2) A licensee shall provide reasonable assistance to a customer who
specifically requests for assistance when lodging complaints.
Complaints by
persons with
disabilities.
(3) A licensee shall take such measures as may be prescribed by the
Commission to ensure that the requirements and interests of disabled customers
are fully addressed.
(4) A licensee shall fulfill any specific obligations that relate to special
services or special arrangements for customers with disabilities that the
Commission may from time to time impose.
9. (1) A licensee shall establish mechanisms that enable parents and legal
guardians to block access of children to harmful content.
Protection of
children.
(2) A licensee who owns promotes, glamorises or markets alcohol and
tobacco products or other harmful substances that are directed at children
commits an offence.
10. (1) A licensee shall provide a clear and understandable description Information for
of available services, rates, terms, conditions and charges for such services customers.
and publish the information within such periods as may be determined by the
Commission.
(2) The Commission may from time to time publish information that
may include, among others, tariffs and statistical information, it considers
useful to customers.
(3) Without prejudice to any other information that may be required by
the Commission, a service provider shall provide customers at the point of sale,
where applicable with—