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Electronic Communications Act, 2005 (Act No. 36 of 2005)

Regulations

End-User and Subscriber Service Charter Regulations, 2016

16. Impossibility of performance

 

(1) In the event that a licensee fails to provide end-users with service due to circumstances beyond its control for a period more than two (2) hours, a licensee must:
(a) As soon as it becomes aware of the outage:
(i) notify the Authority in writing;
(ii) issue a public notice to affected end-users;
(b) Indicate timeframes within which end-users should expect the service to be restored; and
(c) Submit a report to the Authority detailing the event/s that lead to the impossibility of performance, including:
(i) the cause of the outage;
(ii) steps taken to minimise a repeat of the outage, if applicable; and
(iii) steps taken to inform end-users of the outage.