Rev. 2011]
Kenya Information and Communications
CAP. 411A
the number called, the duration of each call, the charge per call, applicable
discounts and the class of service and any other information as may be stimulated
by the Commission.
[Subsidiary]
(2) The Commission may include in the billing requirements
information relating to—
(a) the name of licensee;
(b) the billing period covered by bill;
(c) change in licensee;
(d) disclosure of any rate or service charge, including those
implemented within the next billing cycle;
(e) a listing of the statement or payment due date;
(f) amount of charges debited to each billed account from the previous
cycle;
(g) amount of payments made to each billed account segregated from
late payments;
(h) terms for late payment fees and termination of service;
(i) the licensee’s toll free number or numbers by which customers may
make inquiries about or dispute charges contained on the bill and
the methodology used to quantify charges;
(j) toll free number of the where customers may make inquiries or
file complaints;
(k) rental charges; and
(l) any other information that the Commission may from time to time
by require to be included.
(3) A licensee shall put in place a mechanism through which a subscriber
to its service may place a request for an itemised bill, where the service is not
issued as a standard offer and accord each customer the option of receiving
itemised bills on a regular basis if the subscriber so wishes and upon payment
of a reasonable charge.
21.(1) The Commission may issue guidelines for the implementation of Guidelines
these Regulations, the guidelines may, among others, relate to—
(a) standard of conduct for service providers; and
(b) key performance indicators for both the sector and individual
service providers.
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