Code of Practice for Customer Affairs Clause Samples

Code of Practice for Customer Affairs. 10.1 The Licensee shall prepare and publish a Code of Practice for Customer Affairs approved by the TRC, giving guidance to the Licensee’s Customers and employees in respect of any disputes and complaints relating to the provision by the Licensee of the service. 10.2 The Licensee shall prepare an initial draft of the Code of Practice and submit it for review by the TRC within one year of the Effective Date. 10.3 The Code of Practice for Customer Affairs shall contain guidelines on the following issues: a) complaints; b) dispute settlement process; c) location of customer service departments; d) customer invoices and billing arrangements; e) quality of service performance targets; f) other matters dealt with in the terms and conditions of service of the customer contract referred to earlier in Section 4 of this Schedule; and g) service termination. 10.4 In the event of a dispute relating to the Code of Practice remaining unresolved between the parties in dispute, the TRC shall resolve the issues between the parties in accordance with the Telecommunications Law and Regulations.