Electronic and Postal Communications (Consumer Protection)
G.N. No. 427 (contd)
(3) A licensee shall not charge consumers for bills
or billing related information.
(4) A licensee shall process and issue bills within
thirty days of the closure of each billing period.
(5) A bill shall include all charges incurred during
the billing period except where(a)
there exists a separate agreement with the
consumer to the contrary;
(b)
there is a delay as a result of the inclusion by
the licensee of information from other
suppliers or service providers in the bill;
(c)
there is a delay as a result of a change
initiated by the consumer, such as where the
consumer has requested a different billing
frequency or billing period;
(d)
there is a delay as a result of the suspension of
charges that are in dispute;
(e)
there has occurred a billing system or
processing problem, in which case the
problem shall be rectified and bills issued
without undue delay and in accordance with
any time periods identified by the Authority;
or
(f)
billing is delayed by circumstances beyond
the reasonable control of the licensee, such as
an event of force majeure.
(6) Licensees shall ensure that consumers are able
to verify their bill payment by acknowledgement of payment
on the next bill issued, telephone confirmation by calling a
specified number or such other appropriate and accessible
methods as may be made available by licensees.
(7) Where a consumer has not paid the licensee in
full or part of a bill for a service provided by the licensee,
any measures taken by the licensee to effect payment or
disconnection shall(a)
be
proportionate
and
not
unduly
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