To Protect User Rights: CITC Updates the Terms of Service Document and the Rights and Obligations of Users and Service Providers
The Board of Directors of the Communications and Information Technology Commission, chaired by His Excellency Engineer Abdullah bin Amer Al-Swaha, Minister of Communications and Information Technology, and in the presence of His Excellency Dr. Abdulaziz bin Salem Al-Ruwais, Governor of the Communications and Information Technology Commission, approved the document on the terms of providing communications and information technology services and the rights and obligations of users and service providers, as this document replaces the terms of service documents for mobile and fixed telephone services, internet and data, and the service applicant/user protection document.
The Commission explained that this document regulates the relationship between the user and the service provider on several topics, most notably: service request procedures, transparency and clarity, documentation, obligations of the user and service provider, confidentiality of user information and communications, billing and credit limits, service cancellation, and user complaints.
The Commission added that it aims through this document to protect users' rights, achieve transparency and clarity in procedures, achieve balance between the rights and obligations of both parties to the relationship, improve user experience and raise their satisfaction level, in addition to improving complaint-handling procedures.
It is noted that this step is an extension of the Commission's efforts to work on protecting users' rights, having recently launched an index classifying communications service providers in terms of complaints escalated to the Commission by subscribers against service providers, and field follow-up to verify the application of the service applicant/user protection document, as well as obligating service providers to transparency and clarity in applying the fair use policy, and amending some provisions of the Implementing Regulations of the Telecommunications Act regarding complaint handling and billing, and launching the "Meqyas" initiative to measure the quality of internet usage experience.
The Commission explained that this document regulates the relationship between the user and the service provider on several topics, most notably: service request procedures, transparency and clarity, documentation, obligations of the user and service provider, confidentiality of user information and communications, billing and credit limits, service cancellation, and user complaints.
The Commission added that it aims through this document to protect users' rights, achieve transparency and clarity in procedures, achieve balance between the rights and obligations of both parties to the relationship, improve user experience and raise their satisfaction level, in addition to improving complaint-handling procedures.
It is noted that this step is an extension of the Commission's efforts to work on protecting users' rights, having recently launched an index classifying communications service providers in terms of complaints escalated to the Commission by subscribers against service providers, and field follow-up to verify the application of the service applicant/user protection document, as well as obligating service providers to transparency and clarity in applying the fair use policy, and amending some provisions of the Implementing Regulations of the Telecommunications Act regarding complaint handling and billing, and launching the "Meqyas" initiative to measure the quality of internet usage experience.
Date
24/10/2017
Hijri Date
04/02/1439
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