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(d)
a copy of the final letter(s) from the licensee and/or telecommunication service operator or
provider demonstrating that all efforts to resolve the matter between the consumer or
customer and the licensee and/or telecommunication service operator or provider have
been exhausted;
(e)
a statement indicating whether a hearing is requested and if so the basis for such request;
(f)
a request for hearing if one is desired and/or a copy of the final disposition statement
(whichever is applicable); and
(g)
the specific relief sought
(4) The Authority may, in its discretion, determine the method for dealing with a complaint contemplated in
subrule (1)(a) which method may comprise
(a)
a final disposition statement made on the basis of the documents submitted or filed; or
(b)
a complaint proceedings contemplated in rule 20
Decision on disposition statement
21. (1) The Authority may, upon receipt of a complaint and in its discretion, notify the telecommunication
service provider operator or licensee that a response shall be submitted within 30 days from the date of the
notification
(2) The telecommunication service provider’s operators or licensee’s written response shall
(a)
advise the Authority whether he or she is in agreement with the allegations made by the
complainant and if not provide a basis for its disagreement;
(b)
indicate whether a hearing is required and if so submit a request for such hearing together
with the basis for such request; and
(c)
if requested by the Authority sends a copy of its response to the consumer complainant
(3) The Authority may after investigating the complaint and in its discretion
(a)
consider a matter to be closed where it appears to the Authority that there are clear
indications from the telecommunication service operator’s, providers and/or licensees
response! or from communications received from the consumer complainant that the matter
has been resolved and the Authority shall forward to the parties involved a final disposition
statement indicating that the matter is resolved and closed together with a statement
outlining the basis for the Authority’s conclusion; or
(b)
where it appears to the Authority that the matter has not been resolved, the Authority shall
forward to the parties involved a final disposition statement outlining the basis for the
Authority’s conclusion and may:
(i)
order the telecommunication service operator, provider and/or licensee to take any
steps or perform any actions that it is required to perform under the terms of the
Act its licence or its tariff; and
(ii)
impose sanctions or penalties on the telecommunication service operator provider
and/or licensee to the extent permitted by the Act