194. Direction may specify operational details. Notwithstanding any provision to the contrary in this Act or any instrument made, issued or given under this Act, a direction by the Commission issued under section 193 may provide for or specify operational details relating to a required applications service. Chapter 3 - Resolution Of Consumer Disputes 195. Disputes between consumers and licensees. The Commission may use any of its powers under this Act in the resolution of complaints received from consumers in relation to matters of customer service and consumer protection including, but not limited to, the failure by a licensee to comply with a consumer code prepared under this Part. 196. Procedures for consumer complaints. The Commission shall establish procedures or guidelines for the making, receipt and handling of complaints of consumers regarding the conduct or operation of licensees. Chapter 4 - Rate Regulation 197. Rate setting by providers. (1) Except as otherwise provided in this Chapter, any network facilities provider, network service provider, applications service provider or content applications service provider may set rates in accordance with the market rates. (2) All of the providers mentioned in subsection (1) are required to publish the rates charged to customers for one or more services. (3) For the purposes of this Chapter, "network facilities provider" includes a nominated facilities provider. 198. Principles on rate setting. The rates established by a provider mentioned in subsection 197(1) shall be on the basis of the following principles: (a) rates must be fair and, for similarly situated persons, not unreasonably discriminatory; (b) rates should be oriented toward costs and, in general, cross-subsidies should be eliminated; (c) rates should not contain discounts that unreasonably prejudice the competitive opportunities of other providers; (d) rates should be structured and levels set to attract investment into the communications and multimedia industry; and