Rev. 2011]
Kenya Information and Communications
CAP. 411A
137
[Subsidiary]
81. (1) All licensees of unreserved postal services shall operate at least Unreserved postal
one physical address which shall be registered with the Commission and any services fees and
change of such registered office shall be notified to the Commission within a operations.
period of fourteen (14) days of such change.
(2) Subject to the Act, these Regulations and licences, the Commission
shall have the power to categorise postal licensees and to prescribe fees payable
to the Commission by such licensees.
82. (1) All licensees shall provide a mechanism through which consumers Consumer complaint
may lodge complaints concerning the services given by such licensee.
procedures.
(2) Notwithstanding the generality of paragraph (1), the procedures for
lodging complaints shall provide for—
(a) notification to customers of the right to complain;
(b) availability of complaint form or any other written method for
raising complaints;
(c) maintenance of a log of consumer complaints.
(3) All licensees shall file with the Commission within sixty days after
the grant of licence their complaint handling procedures.
83. (1) The Commission shall from time to time provide targets to Universal service
facilitate the achievement of universal service obligation.
obligation.
(2) In providing targets for the fulfillment of universal service obligations
by postal licensees, the Commission shall have regard to—
(a) measurable quantity and quality of service standards for postal
services in relation to customer satisfaction;
(b) speed, reliability and security of the service; and
(c) accessibility to and affordability of universal postal services.
(3) The provision of universal postal services shall be the responsibility
of the public postal licensee:
Provided that the Commission may require any licensee for unreserved
postal services to provide any or all universal postal services.
(4) In providing universal postal service obligations, the Commission
may require the public postal picensee to provide such services in accordance
with standards as may be prescribed by the Commission from time to time.
(5) The public postal licensee shall produce at least bi-annually directories
of private letter boxes and bags and failure to produce such directories shall
constitute a violation of a licence condition for which the Commission may
levy a penalty.