General Consumer Code of Practice for the Communications and ...

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General Consumer Code October 20031.64 Service Providers should ensure that Customer are able to verify their billpayment via inter alia, acknowledgement of payment on the next bill issued,telephone confirmation by calling a specified number, or such other methodsas may be prescribed by Service Providers.Payment Options1.65 Service Providers should inform Customers as to the various options availableto Customer to make payment in respect of their bills as well as to the termsand conditions associated with each option. These payment options mayinclude payment counters, online payments, payment at post offices, etc.Billing Frequency1.66 If affected a Service Provider must advise its Customer on changes to itsbilling period policy in advance.Billing Inquiries1.67 The Service Provider must state clearly on the bill (via telephone number orelectronic address), a contact point for Customers to make billing inquiries,lodge complaints, request for clarification or express dissatisfaction. It mustalso be stated clearly on the bill the hours of operation of the contact point,and charges for each inquiry, if any.N. Provisioning of Service1.68 Service Providers shall endeavour to provide services within 3 working daysfrom the time the duly completed registration form and supporting documentsare received subject to the following: -27
General Consumer Code October 2003(a)(b)(c)In the event there are technical complications within the network of theService Provider during the provisioning of services, the time forprovisioning will be subject to rectification of the technicalcomplications.Readiness and/or availability of the infrastructureCredit worthiness of Customer1.68A Relevant Service Providers shall comply and shall cause their agents tocomply with the provisions relating to Standards on Fulfilment of InstallationOrders in Determination 1 of 2002.O. Fault Repair of Services1.69 Service Providers shall implement the necessary facilities to allow Customersto report faults 24 hours a day.1.70 Acknowledgement of complaint of fault repair – refer to ComplaintsHandling/Responsiveness1.71 Relevant Service Providers shall comply and shall cause their agents tocomply with the provisions relating to Standards on Service RestorationPerformance in Determination 1 of 2002.1.72 In the event of force majeure such as floods and storms the Service Providershall endeavour to rectify the fault within such period of time as may bereasonable taking into account the situation.2. Protection of Personal Information2.1 IntroductionThe objective of this Section is to set out the responsibility of a ServiceProvider in the protection of Consumer information.28
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General Consumer Code of Practice for the Communications and ...

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