Public Consultation on Guidelines on Consumer Complaints and Consumer Disputes



Disputes between service providers and consumers occur in every economy and market. In telecommunications, the main type of disputes arising between consumers and service providers derive from areas such as service billing and charges; coverage and quality of service; terms of service and violation of privacy; and false or deceptive advertising.


To advance consumer safeguards for customers of telecommunications services in Timor-Leste, the Autoridade Nacional de Communicações (ANC) intends to introduce the ANC Guidelines on Consumer Complaints and Consumer Disputes pursuant to Articles 52 of Decree-Law No. 15/2012 of 28 March 2012 on the Regulation of the Telecommunications Sector.


The above-mentioned guidelines will establish appropriate procedures to channel consumer inquiries and complaints and mechanisms for resolution of consumer disputes. It will set out customer safeguards that will require telecommunications service providers and customers to initially resolve disputes themselves before a dispute case is brought to the purview of the ANC.


The aim of this consultation is to ensure that those with an interest in these areas have an opportunity to comment on this draft regulatory guidelines.


Consultation response

The consultation begins on 16 September 2019 and ends on 31 October 2019. Please ensure your response reaches us by that date. Please state whether you are responding as an individual or representing the views of an organisation. If responding on behalf of an organisation, please make clear who the organisation represents and, where applicable, how the views of members were assembled.


The interested parties are invited to register their interests and following the registration of interests, the ANC will contact the interested parties with the draft regulation and the reference number for submitting their comments. Please go to the registration page to register your interests.


Due to the length of the draft regulation and the resources and capacity of those likely to respond, we consider a six-week consultation period appropriate in these circumstances.


Please send responses to:

ANC – Consultation
Ground Floor, Telecom Building
Avenida Xavier do Amaral No.8

Dili, Timor-Leste