Electronic Communications Act, 2005 (Act No. 36 of 2005)Chapter 12 : Consumer Issues69. Code of conduct, end-user and subscriber service charter |
| (1) | The Authority must, as soon as reasonably possible after the coming into force of this Act, prescribe regulations setting out a code of conduct for licensees subject to this Act and persons exempted from holding a licence in terms of section 6 to the extent such persons provide a service to the public. |
| (2) | The Authority may develop different codes of conduct applicable to different types of services. All electronic communications network services licence and electronic communications service licensees must comply with the Code of Conduct for such services as prescribed. |
| (3) | The Authority must, as soon as reasonably possible after the coming into force of this Act, prescribe regulations setting out the minimum standards for and end-user and subscriber service charters. |
| (4) | The Authority may develop different minimum standards for and end-user and subscriber service charters for different types of services. |
| (5) | The matters which an end-user and subscriber service charter may address include, but are not limited to— |
| (a) | the provision of information to end-users and subscribers regarding services, rates, and performance procedures; |
| (b) | provisioning and fault repair services; |
| (c) | the protection of private end-user and subscriber information; |
| (d) | end-user and subscriber charging, billing, collection and credit practices; |
| (e) | complaint procedures and the remedies that are available to address the matters at issue; and |
| (f) | any other matter of concern to end-users and subscribers. |
| (6) | Where an end-user or subscriber is not satisfied after utilising the complaint procedures set out in the regulations, his or her complaint may be submitted to the Authority in accordance with the provisions of section 17C of the ICASA Act. |