Implementing Regulations of the Telecommunications and Information Technology Law

A service provider shall protect users, through the following methods: 1. Enable easy and effective means across all its outlets in order to receive, manage and process user complaints; 2. Set procedures and time frames for dealing with complaints in accordance with CST instructions, provided that these procedures, timeframes, and questions related thereto, are published on the service provider’s website; 3. Establish a mechanism for periodic review of the causes of user complaints and work on solving them; 4. Develop mechanisms for user satisfaction measurement; 5. Review and address users’ comments and experiences on a regular basis, raise user satisfaction levels, and improve user experience; 6. Provide CST, periodically, with detailed reports and statistics on complaints, and the measures taken with respect thereto, as per the mechanism that CST deems appropriate.