Electronic and Postal Communications (Consumer Protection)
G.N. No. 427 (contd)
products and services and such information shall be provided
free and shall include the following(a)
current product and services arrangements,
including rates, terms and conditions for all
services offered to the public, shall be readily
available in printed and electronic formats at
all retail outlets where the licensees’ services
are sold.
(b)
products and services which are subject to
tariff regulation by the Authority shall be
available in printed and electronic formats;
(c)
licensees shall supply, or make available on
request, a copy of the contract or agreement
for the provision of services, and such
contracts shall be written in plain and clear
English and Kiswahili languages;
(d)
where services provided by a third party are
required in order to effectively utilize the
services of the licensee, the consumer shall be
sufficiently informed of such requirements or
service dependencies;
(e)
the quality of services offered, service delivery
time and any service areas covered
(f)
any
compensation,
refund
or
other
arrangements which may be applied where the
contract is breached or quality service
parameters are not met, along with the
procedures and methods for resolving disputes
in respect of the service contract;
(g)
fully responsible for the effective performance
of the entire services including service
support, maintenance, complaints handling,
dispute resolution and other administrative
requirements;
(h)
where services are subject to upgrade or
migration options,
clear and complete
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