Contact Information
Address:
bd. Ştefan cel Mare, 134 MD-2012, Chisinau Republic of Moldova
Reception room
of. 503
tel.: +373 22 25 13 17
fax: +373 22 22 28 85
e-mail: office@anrceti.md
03 September, 2010
Provider’s Guide
Useful information for providers of electronic communications and information technology networks and services
Guide for providers of public electronic communications services to end users’ rights protection
Useful information for providers of electronic communications
and information technology networks and services
The Guide herein was developed on basis of the Law on Electronic Communications no. 241-XVI of 15.11.2007, other normative acts, as well as regulatory acts governing the sector of electronic communications and information technology. It comprises useful information and applies to:
a) persons intending to provide electronic communications networks and/or services;
b) providers of electronic communications networks and services applying for licenses for the use of radio frequencies or channels and numbering resources;
c) persons applying to licenses in information technology and technical permits.
Contents:
1. Notification (general authorization)
2. Notification (general authorization) in order to obtain the right to install, operate, manage, maintain and/or liquidate electronic communications networks at the state border of the Republic of Moldova.
3. Licenses for the use of radio frequencies and channels
4. Licenses for the use of numbering resources
5. Licenses for activity in information technology
6. Technical permits for radio communications stations.
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GUIDE
for providers of public electronic communications services
to end users’ rights protection
The Guide herein was approved by ANRCETI Administrative Board Decision no. 197 of 23.07.2009 on a number of actions intended to ensure the end users’ rights to public electronic communications services. Adopting this document is part of the Agency’s actions intended to improve service quality and level of users’ rights protection in their relations with service providers.
The Guide was developed based on the analysis of complaints the Agency received with regard to breaches of users’ contractual rights (I semester of 2009 – 35, in 2008 – 72) and the study the Agency conducted on contracts between providers and users, which revealed a series of breaches of the legislation in force. The finding showed that most of the contracts do not contain clauses required by the legislation in force, such as service quality level, damages payable and paying procedure where the provider fails to ensure the specified quality level or other contract clauses, types of technical maintenance services and their prices, how to initiate a dispute resolution procedure, etc.
In order to improve the situation, the Agency stepped in by developing a Guide to provide recommendations for electronic communications providers on user protection.
The Guide is based on the provisions of the Law on Electronic Communications no.241-XVI din 15.11.2007, Law on Consumer Protection no.105-XV of 13.03.2003, the Civil Code of the Republic of Moldova no.1107-XV of 06.06.2002, and the European Commission Directive 2005/29/CE concerning unfair business-to-consumer commercial practices in the internal market.
The Guide provides recommendations for providers on how to apply the legislation in force the European experience and best practices on protection of end users’ legal rights and interests. It advises on what mandatory clauses should be included in a standard contract and what abusive clauses should be excluded, as well as describes unfair business-to-consumer practices that are to be eliminated.
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