Electronic Communications Act, 2008 ACT 775 Consumer protection Duty to carry out consumer research 26. (1) The Authority shall periodically ascertain public opinion on the performance of service providers and network operators. (2) The Authority shall (a) publish the results of research that it carriers out or that is carried out on its behalf on its website and in any other manner that it considers appropriate to bring the results to the attention of the public, and (b) take account of the results of the research in performing its functions. Duty to consult consumers 27. (1) The Authority shall establish and maintain effective arrangements for consultation with consumers on the performance of its functions. (2) The Authority shall create a mechanism for dealing with complaints or concerns of consumers of telecommunication services and shall bring the complaints or concerns to the attention of network operators and service providers. Duty to establish a Consumer Code 28. (1) The Authority shall, prepare a Consumer Code on its own or in conjunction with the Industry Forum which shall include procedures for (a) reasonably meeting consumer requirements, (b) the handling of customer complaints and disputes and for the compensation of customers in case of a breach of the Consumer Code, and (c) the protection of consumer information. (2) The Consumer Code may provide for (a) the provision of information to customers on services, rates and performance, (b) the provision of technical support to customers and repair of faults, (c) advertisement of services, and (d) customer charging, billing, collection and credit practices. (3) The Consumer Code shall be published on the website of the Authority. 32