Section 36, The Telecommunications Act, 2006

(1) Subject to subsection (2), every telecommunicationsoperator shall establish mechanisms for dealing with complaints by his customers or potential customers in relation to the provision by the operator of the relevant telecommunications services and such mechanisms may be reviewed when necessary. (2) No mechanism established or reviewed shall be put into effect unless– (a) the operator has consulted persons or bodies that constitute a fair representation of customers for whom he provides the service; (b) the proposed mechanism or review has been approved by the Commission, and (c) the operator has published the approved mechanism or review in such manner as the Commission may require. 22 23 Use of Appeals. Existing operators to apply for Review of agreements entered into by licensees. Obligations of service providers to customers. Gazette publication.