Article 38: Service coverage The Authority encourages the designated postal operator to provide universal postal service and continually improve on service coverage and penetration levels, which can be used to measure achievements in the universal service provision. The number of postal outlets or service points is to be increased progressively as shown in Annex two (2) to match service expansion requirements and customer demand. Article 39: Quality of service Postal and courier operators shall comply with quality of service standards, which shall be determined by the Authority in accordance with international postal and courier regulations. CHAPTER IV: MONITORING AND ENFORCEMENT Article 40: License Monitoring The Authority shall monitor the performance of each license holder for full compliance with all terms and conditions of the license; The Authority shall include terms and conditions in the license requiring license holder to report on financial, technical, organization and other data needed to allow the Authority to effectively monitor license compliance to ensure progress toward a competitive marketplace, and to ensure accurate tariff setting. The Authority may also perform physical inspections of the license holder’s facilities and corporate records on license holder’s premises. These inspections may be conducted on an announced and unannounced basis. The inspections and audits shall be conducted during normal business hours, except when the Authority has a reasonable basis to believe that non-compliant activities are occurring outside of normal business hours; Article 41: License Enforcement Action If the Authority determines that the license holder has failed to comply with any term or condition of the license, the Authority shall send a written warning to the licensee including a deadline of fifteen (15) days for correction of the alleged license violation. If the license holder, after receipt of the warning from the Authority, does not cure the alleged non-compliance, the Authority may open a license enforcement proceeding, which may consist of monetary sanctions, license modification, revocation or transfer. 21 | 2 6