No. 34

71

Communications

152.__(1) Every licensee shall, in respect of its specific services
and in accordance with the rules made by the Authority under this
Act__

Obligations
of licensees

(a) enter into a customer service contract with consumers
which shall be made available to the public;

(b) meet such minimum standards of quality of service as the
Authority may specify and publish;

(c) establish and publish corresponding service level
agreements applicable to each service it offers to the public with
the agreements to be submitted to the Authority for prior
approval;
(d) comply with all the terms and conditions specified in its
service level agreements;
(e) deal reasonably with consumers; and
(f) address consumer complaints.

(2) The customer service contract entered into under subsection
(1) (a) shall include__
(a) the services to be provided by the licensee;
(b) the rights and obligations of the parties;
(c) remedies available to consumers;
(d) service level agreements; and

(e) any other term or condition as specified by the Authority.

(3) A licensee shall not publish a customer service contract unless
the contract has been approved by the Authority.

(4) A licensee that contravenes this section shall be liable to a fine
to be determined by the Authority from time to time in a Schedule
of penalties.
153.__(1) The Authority shall, in consultation with licensees,
prepare and publish a code of conduct for licensees, which shall be
published in the Gazette.

(2) The code of conduct referred to in subsection (1) shall include
rules relating to the following__
(i) the provision of information to consumers regarding
services, rates and performance;
(ii) fault repair of services;
(iii) advertisement or promotion of services;
(iv) the provision of, and access to, network services by

Code of
conduct

Select target paragraph3