Section 106: Consumer code.

(1) Subject to the provisions of subsection (2) of this section, the Commission may designate an industry body to be a consumer forum and to prepare a consumer code for the purposes of this Chapter and the consumer code prepared by such industry body shall be subject to the prior approval of and ratification by the Commission.
(2) Without prejudice to the provisions of subsection (1) of this section, the Commission may require licensees to prepare individual consumer code for their respective customers and such consumer code shall be subject to the prior approval of and ratification by the Commission.
(3) A consumer code prepared by a consumer forum, the Commission or licensees shall include model procedures for:
(a) reasonably meeting consumer requirements;
(b) the handling of customer complaints and disputes including an inexpensive arbitration process other than a court, and procedures for the compensation of customers in case of a breach of a consumer code; and
(c) the protection of consumer information.
(4) Other matters which the consumer code shall address include but are not limited to:
(a) further recourse available to a consumer who is dissatisfied with the licensee's complaints-handling procedures together with specific details of compensation and refund schemes offered by licensee to its customers;
(b) the provision of information to customers regarding services, rates and performance;
(c) the provisioning and fault repair of services;
(d) the advertising or representation of services;
(e) customer charging, billing, collection and credit practices ; and
(f) any other matter which, in the opinion of the Commission, may be of concern to consumers.
(5) After the preparation of a consumer code and subsequent ratification by the Commission, the consumer code shall be published by the licensee and the Commission and notice of it shall be advertised in at least one national daily newspaper.
(6) A consumer code prepared pursuant to this Chapter shall be subject to annual review and ratification by the Commission prior to publication by the licensee and the Commission.