166 No. 4 of 2021] Electronic Communications and Transactions (d) hear a complaint and make a determination including the award of compensation in relation to the complaint; (e) refer any complaints to a suitable body with appropriate recommendations; and (f) implement mitigating strategies in instances where, there is a reoccurrence of similar complaints. Directives, code of conduct and guidelines 71. (1) The Authority may issue— (a) directives to address special circumstances, for children and vulnerable consumers; (b) a code of conduct for licensees on consumer related matters; or (c) guidelines on consumer related matters. (2) The Authority shall collaborate with the Competition and Consumer Protection Commission on matters related to unfair trading. PART IX DOMAIN NAME REGULATION Regulation of domain name 72. (1) The Authority shall— (a) administer and manage the .zm domain name space; (b) comply with international best practice in the administration of the .zm domain name space; (c) licence and regulate registrars; and (d) publish guidelines on– (i) the general administration and management of the .zm domain name space; and (ii) the requirements and procedures for domain name registration. (2) The Authority shall enhance public awareness on the economic and commercial benefits of domain name registration. (3) The Authority, in relation to domain name regulation— (a) may conduct investigations that it may consider necessary; (b) shall conduct research into, and keep abreast of, developments in the Republic and elsewhere on the domain name system; and (c) shall continually survey and evaluate the extent to which the .zm domain name space meets the needs of the citizens of the Republic.