Dispute Resolution

The Authority retains the right to resolve all disputes in the most professional and legal way possible. Each dispute shall be resolved with the guidance of the terms below:

1. The Authority shall have power to resolve disputes between:

• consumer and service provider;

• service provider or any other persons as prescribed under these Regulations and Act.

 2. The Authority shall, for the purpose of resolving any dispute, hold hearings, inquiries and investigations, as it may consider appropriate discharge of its functions under the Act.

3. The Authority shall not place unnecessary regard on technicalities or rules of procedures and may waive any rule or requirement when it is considered appropriate.

4. The Authority shall set a date for hearing of dispute, within fifteen (15) days from date of filing of last response or any reply to the response.

5. The Parties shall be served with a notice regarding the time, date and place for hearing of dispute, seven days before hearing.

6. The Authority may determine dispute on the basis of documents filed by parties and oral evidence given before it.

7. The Authority considers, if necessary or expedient, it may direct parties to file written submissions upon such terms, as the Authority deemed appropriate.

8. When a matter arises, in the opinion of the Authority, that requires certain expertise or competence, in the course of resolving any dispute, the Authority may call upon any person who possesses the expertise to sit with the Authority as an assessor.

9. At the hearing, the complainant shall open its case by stating grounds of the complaint and may support it by relevant evidence.

10. Any party to dispute shall, unless the party has consent of the Authority, not rely on any grounds other than grounds stated in the complaint form or present additional facts or documents that were not referred to in the complaint form or copies of documents that were not annexed in the Complaint form.