(3) Ifa licensee fails to establish, submit or make changes to conditions, procedures or remedies if so required under subsection (1), the Commission may do so and the licensee shall comply with such conditions, implement such procedures and provide such remedies. (4) A consumer whose complaint or dispute has not been treated by a licensee in accordanc e with ils procedures for dealing with complaints may apply to the Commission for a determination— a) requiring the licensee to comply with those procedures; or b) addressing the complaint or dispute and providing for a remedy, if such remedy is not inconsistent with any reasonable conditions and procedures established by the licensee pursuant to this section. (5) Before making a determination under subsection (4), the Commission shall consult with the licensee and the consumers. Directory assistance 59. (1) The Commission may make consumer protection rules requiring a licensee or class of licensees to establish and provide customers with directory assistance services on conditions prescribed in those rules, requiring licensees to co-operate for the provision of directory assistance services, and providing for the costs of providing directory assistance services to be shared between licensees whose customers may access the service. (2) In this section, ‘directory assistance services’ means such setvices to provide access to a customer’s name, telephone number and such other information about a customer as is set out in the consumer protection rules. (3) Before making consumer protection rules under subsections (1) and (2), the Commission shall conduct a public consultation and publish a draft of such consumer protection rules. Quality of service 60. qd) The Commission may make consumer protection rules requiring a class of licensees to— a) establish key performance indicators for the quality of its service to users, which may b) ¢) d) (2) ~ be required to comply with minimum standards set out in the consumer protection rules; submit the indicators (and any subsequent amendments) to the Commission for approval; make such changes to such indicators as may be required by the Commission; and ensure that its services comply with such indicators. Before making consumer protection rules under subsection (1), the Commission shail conduct a public consultation and publish a draft of such consumer protection rules. (3) Ifa licensee fails to make performance indicators as required by consumer protection rules made under subsection (1), the Commission may issue performance indicators and the licensee shall comply with such indicators. 30