Electronic and Postal Communications (Consumer Protection)
G.N. No. 427 (contd)
(a)
(b)
(c)
consumers’ right to complain;
licensee’s contacts;
documentary evidence to support the
complaints;
(d)
that the complaints process is free of charge
(5) A licensee shall take appropriate measures to
ensure that persons with physical disabilities or other special
need groups are able to access the premises and complaint
handling processes.
(6) Where a consumer is not satisfied with a decision
reached pursuant to a complaint, the licensee shall give the
consumer the option of pursuing an identified escalation
process by which the decision may be examined by a
suitably qualified person in the licensee’s organization.
(7) Where the consumer has already been provided
with the benefit of the licensee’s escalation process and
where there are no further escalation processes, the licensee
shall inform the consumer accordingly.
(8) In the event that a complaint has not been
resolved to the consumer’s satisfaction as a result of any
escalation process within sixty days of being communicated
to the licensee, the licensee shall inform the consumer that
he may refer the complaint to the Authority in the prescribed
form specified in the Schedule to these Regulations.
PART IV
CUSTOMER CALL CENTRE AND WALK-IN CENTRE
Requirements
for
establishing
call centtre
and walk-in
centres
12.-(1) An electronic communications licensee shall
be required to establish a call centre that is for accessible
twenty four hours and free of charge as per quality of service
parameters.
(2) All communications licensees shall establish
walk-in customer care centres to assist customers including
facilities for disabled persons.
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